Case Workflow

Sugar and Reporting Cases

At Hotsauce, while do not require our technicians to follow a strict script while on call or working a case, we do have several procedures we follow. Below is a brief guideline for how to handle creating and closing a basic case, escalating cases, as well as handing cases to the overnight team. 

Basic Case Creation

When a support technician first takes a call, they should follow these steps: 

1. When answering a call, please provide your name and let the customer know that you are calling from Hotsauce support. For example: 

   • "Hi this is Ben with Hotsauce support. How can I help you?"

2. Before assisting the customer, be sure to get the name of their business. Check Support List for their business as well what kind of support they have. 

3. Open their Sugar page through support list and create a case. You will be filling out the case as you work/complete your call. 

4. Obtain the caller's name and telephone number to call back in case it is needed. Put this information in your sugar case. 

5. Proceed to helping the caller with their issue. Once your call is finished, complete your sugar case with details from the call, the issue, and your resolution. 

6. When necessary, if a case is not completed after one call, offer the Sugar case number for the caller. 

Escalation Procedures

Sometimes when troubleshooting a case, you may find that you will need to reach out for assistance or escalate your case to a more senior technician. It is important that before you reach out, go through basic troubleshooting and gather as much information as you can. You will need to communicate this information when you escalate your case. 

1. Reach out to the support collective/regional chat to see if anyone is able to assist you with your case.

   • Provide full information about the case: the problem, your troubleshooting, any details and observations you made while working the case. 

2. Follow your senior tech as they guide you through your case. In most cases, you will still be the one interacting with the customer as your senior tech provides you assistance. Take note of what kind of questions they're asking making sure you're asking the right questions or showing you how to solve your case. 

3. Once you reach a resolution, you will be responsible 

4. In case you do NOT reach a resolution or the senior tech needs to take over completely: 

   • Create an open case for the call. Get a name and a call back number and write those in your case. Provide the caller a case number. 

   • If you need to pass the case fully, give a name and callback number to your senior tech. 

   • They will follow-up on the case and add additional notes/work to the case. 

   • Once they have reached a resolution, they will close the case or ask you to close the case for them. 

5. Even if you pass on a case, ALWAYS check on your case and ask for follow-up from your senior tech. 

Passing Cases to Overnight/Day Teams

Some cases may need to be sent by the day team to the overnight team or vice versa. When necessary, pass the case number of these cases to the caller. 

1. Create an open case in sugar with details of the work to be done. 

   • It is important to be as detailed as possible when writing your case. Night team particularly are unable to call the merchant and ask for clarification or more detail when working a case. They only have the information provided to them in the case!

2. If passing a case to the NIGHT team, obtain these necessary information: 

   • The time a business closes or a time that work should be done. 

   • Any pictures, documents, information needed to work on a case (for menu edits, TID changes, dining room layout, etc.)

   • Contact information if necessary, either an phone number or email (for reports, batch settlement updates, etc.)

3. If passing a case to the DAY team, obtain these necessary information:

   • A name and call back number if a call needs to be made. 

   • Schedule an appointment on the calendar if needed. If possible try to only schedule appointments after 9am EST. 

   • For onsite requests, a detailed case describing the issue and of troubleshooting steps. 

4. Open cases will be attached to the TODOS OVERNIGHT email. Updates for work done overnight and during the day should be documented on the case as well as in the email chain. 

5. If you pass a case to day/overnight team, you MUST follow up on the case by checking its progress in the email chain/sugar. Many cases passed to Night team require the day tech to follow up with the merchant during the day and it is your responsibility to do so.