1. Primary Support Channels
Effective immediately, all internal support requests must follow these specific channels to ensure visibility and prevent "misconnections".
Main Support Hub: Use the Crescendo Support Chat Channel in Google Chat.
Who to Tag: Always tag Ana, Alisa, Gloria, and Pablo in your request.
What to Provide: Include a brief description of the issue and the direct Intercom chat link for context.
SMS/Twilio Support: Continue using the dedicated Twilio Google Chat channel for phone number and SMS compliance issues.
2. When to Create a ClickUp Ticket
Do not wait for a chat response to log a formal issue. If a problem is identified, a ticket must be created.
Technical Bugs: Create a ticket if you can reproduce the issue on your own computer.
Unknown Errors: If you encounter a "workar" or issue you cannot replicate but still cannot resolve, create a ClickUp ticket as the definitive response.
Emergency Flags: Only use the Developer Chat for true "red flag" emergencies that require immediate visibility.
3. Communication Guardrails (Who NOT to Contact)
To avoid frustrating senior leadership and engineering, strictly adhere to these restrictions:
No Direct Tagging: Do not tag Nick or Natalie in Google Chat or Intercom for support.
No Intercom Support Tags: Do not tag Ana or Alisa in Intercom internal notes; move the conversation to the Google Support Chat.
4. Escalation & Customer Interaction
SLA Risks: Escalate early if a resolution SLA is at risk of being missed.
Callback Requests: If a customer is frustrated and asks for a phone call, inform them that phone support is not currently enabled, though it is planned for the future.
Discrepancies: If support staff give instructions that contradict this SOP, tag Pablo or Gloria immediately to intervene.