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Internal ResourcesTools & Systems

Last Updated: 2/19/2026

Tools & Systems

Primary Support Tools

Ticketing System

Tool: [Name of ticketing system]
URL: [Link]
Login: Use your company credentials
Purpose: Track and manage customer support tickets

Key Features:

  • Create and assign tickets
  • Set priority levels
  • Add internal notes
  • Track response times
  • Generate reports

Quick Actions:

  • Create ticket: [Keyboard shortcut]
  • Search tickets: [Keyboard shortcut]
  • Add note: [Keyboard shortcut]

Knowledge Base

Tool: Jolli (this platform)
URL: [Link]
Purpose: Internal documentation and resources

How to Use:

  • Search for solutions
  • Create new articles
  • Update existing content
  • Share with team members

Live Chat

Tool: [Name]
URL: [Link]
Purpose: Real-time customer communication

Best Practices:

  • Set status to available when online
  • Use canned responses for common questions
  • Transfer to specialist when needed
  • Always end with customer satisfaction check

Communication Tools

Email

Client: [Email client name]
Support Inbox: support@company.com
Templates: Available in [location]

Slack

Workspace: [Company name]
Key Channels: #customer-support, #support-escalations
Status: Update when away or in meeting

Video Conferencing

Tool: [Zoom/Meet/etc.]
URL: [Link]
Use For: Complex issues, screen sharing, customer calls

Internal Systems

CRM

Tool: [CRM name]
URL: [Link]
Purpose: Customer account information, history, notes

What to Check:

  • Account details
  • Subscription status
  • Past interactions
  • Account notes and flags

Admin Panel

URL: [Link]
Purpose: Customer account management, troubleshooting

Capabilities:

  • View customer data
  • Reset passwords
  • Adjust permissions
  • Check system logs

⚠️ Important: Only use with customer permission and document all actions

Analytics Dashboard

URL: [Link]
Purpose: Support metrics and performance tracking

Metrics to Monitor:

  • Response times
  • Resolution times
  • Customer satisfaction scores
  • Ticket volume
  • Your personal performance

Documentation & Resources

Product Documentation

URL: [Link]
Purpose: Official product guides and tutorials

API Documentation

URL: [Link]
Purpose: For technical questions about integrations

Company Wiki

URL: [Link]
Purpose: Company policies, procedures, general information

Training Materials

Location: [Link or folder location]
Includes: Videos, guides, certification programs

Monitoring & Status

System Status Page

URL: [Link]
Purpose: Check for outages and incidents
Check: Before troubleshooting widespread issues

Error Logging

Tool: [Name]
URL: [Link]
Purpose: View system errors and logs for debugging

Uptime Monitoring

Tool: [Name]
URL: [Link]
Purpose: Monitor service availability

Access & Permissions

Requesting Access

If you need access to a tool:

  1. Submit request via [method]
  2. Specify which tool and why
  3. Get manager approval
  4. IT will provision access within [timeframe]

Password Management

Tool: [Password manager name]
URL: [Link]
Purpose: Securely store and share credentials

Tool Support

Having Issues with a Tool?

  1. Check the tool’s status page
  2. Search internal docs for solutions
  3. Ask in #it-support Slack channel
  4. Submit IT ticket for persistent issues

Training Resources

  • Tool documentation: [Link]
  • Video tutorials: [Link]
  • Training sessions: [Schedule/contact]

Note: Bookmark all frequently used tools for quick access. Last updated: [Date]

Team ContactsSupport Policies