Incoming Requests: Channels

Incoming tickets, issues, and requests that come through the multiple channels will all be routed to Zendesk.

• Submitted Feedback (→ Airtable): User submitting feedback (currently: sits in the database) will be routed to Airtable, then critical issues routed to Zendesk.
• Support Inbox: User sending email to FightPandemics, email routed to Zendesk to be managed via Zendesk.
• Social Media: Users contacting us via Social Media; Social Media team will forward any product-related issues to the Rapid Response team at help@fightpandemics.com. These emails will be routed to Zendesk.

Managing our Support Tickets [leads: @Andrea Steves @Adam Lancaster team:]

Potential Issues and Routing Paths (Corresponding email templates here, and will be available within Zendesk. !!! When adding to the list below, please add to the end of the list as we are using the numbers to correspond with Zendesk templates and routing !!!

• 1**. Request for Technical Support > Rapid Response**
• 2**. Bug Report (High Priority) > Product**
• 3**. Feature Request > Product**
• 4**. Delete Account (Medium Priority) > Product**
• 5**. Report incorrect post (Medium Priority) > Data**
• 6**. Design Issue > Design**
• 7**. Unsatisfactory User Experience > PR**
• 8**. Positive Post Launch Feedback > PR**
• 9**. Report offensive/abusive post (High Priority) > HR**
• 10**. Request for Interview > PR**
• 11**. Request to feature FP > PR**
• 12. Request for partnership > PR
• 13. Other / Not listed > Rapid Response