October Customer Support for Challenge.gov Platform

[kgkempe]

As a Challenge.gov customer, I want to have support using the Challenge.gov platform.

Acceptance criteria:
Inbox messages are monitored, tickets assigned, demos with customers scheduled as needed, challenge tracker is updated, ZenDesk metrics are captured for reporting.

October 1 - 7

• Monitor the [email protected] inbox/ZenDesk
• Provide tier 1 support to federal challenge managers and public solvers
• Assign tickets in Zen Desk to team members based on needs
• Set up demos with customers as needed
• Update challenge tracker document

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October 8 - 14

• Monitor the [email protected] inbox/ZenDesk
• Provide tier 1 support to federal challenge managers and public solvers
• Assign tickets in Zen Desk to team members based on needs
• Set up demos with customers as needed
• Update challenge tracker document

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October 15 - 21

• Monitor the [email protected] inbox/ZenDesk
• Provide tier 1 support to federal challenge managers and public solvers
• Assign tickets in Zen Desk to team members based on needs
• Set up demos with customers as needed
• Update challenge tracker document

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October 22 - 31

• Monitor the [email protected] inbox/ZenDesk
• Provide tier 1 support to federal challenge managers and public solvers
• Assign tickets in Zen Desk to team members based on needs
• Set up demos with customers as needed
• Update challenge tracker document

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Monthly Task

• Add ZenDesk monthly stats to PMO monthly data presentation

[cqslayton]

Total tickets: 65
Public: 29
Federal: 35
Contractor: 1
Satisfaction rate: 100%
Good: 10
Bad: 0

Comments:

• The response was quick and to the point. Many thanks for your assistance.
• Timely response.
• I had actually found the document I was asking for but I am happy that GSA followed up. Thank you!
• Stellar, especially with a disability