As a distributed team, we highly value clear expectations and communication regarding what we are doing.
Clear communication keeps the whole team informed of activity and gives Support Leadership a simple way to know what's happening at any given time.
Here's a general overview of what is expected throughout the day. Any significant deviation from this should be discussed with the team.
Login to Slack and announce that we’re starting our day (using
@supportteam is useful so that Slack only pings the support team)
Start the day with a 30-40 minute Mental Energy Kickoff -- report in the appropriate slack channel what we accomplished.
Unassigned/Assigned -- always communicate in #support whenever we are switching between Docs, or Unassigned, or Assigned
If it’s before 5:00 AM Pacific, check on Unassigned, If it’s out of control, get it in control. Otherwise, get as much Assigned done as we can until 5:00 AM Pacific.
At 5:00 AM Pacific, work on Unassigned.
Throughout the rest of our Priority Support time, prioritize first response times, and resolving Assigned tickets.
Breaks -- Announce our breaks and when we’ll be back. Eat, walk, or do something that gives us a MENTAL/PHYSICAL break away from the computer. Break length is not as important as communicating when we'll be back, and making sure we are working enough hours total each day.
Throughout our day, do our #QueueHealthHabits. This is particularly important to do before we move into "Decompress Time".
30 Minutes before the end of our day, do something productive outside of Priority Support as Decompress Time.