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[INTERNAL] Managing Support Service Status Article

In the event that any of the CS’ channel services is unavailable, agents MUST update the public-facing article Support Service Status by performing the following steps Copied

EDITING THE STATUS INFORMATION: Copied

1. Proceed to the Support site, and click on SERVICE STATUS. Upon doing so, it will open up Support Service Status.

2. Edit the article. On the upper-hand left corner, select “Edit Article” and click on it.

3. Fill out any of the impacted services: Support Portal, **Chat,**and Phones with the appropriate status information. Refer to https://status.zendesk.com/ for any reported Zendesk incidents.

4. Upon completion, to save and publish your work, on the upper right-hand of your screen, hit “Save” and from the dropdown menu, hit “Publish”.

The “Publication status” will show if the article has been published, placement, and visibility.

5. Also, you might need to “Verify article”.

6. Complete the steps above and Bob’s your uncle.