SOP_Customer request tracker_Mojo helpdesk_2-26-18

DSC Customer Tracking System Procedure (Mojo Helpdesk)1. What is Mojo? .................................................................................................................. 12. When will Mojo be deployed? .......................................................................................... 13. What is the intent of this procedure? ............................................................................... 14. When should this procedure be used?.............................................................................. 15. Will customers still be able to reach the DSC by phone?................................................... 16. Will the DSC email account continue to be monitored? .................................................... 17. Customer self-help resources used in conjunction with Mojo........................................... 2 (A) Knowledge Base ........................................................................................................ 2 (B) Development flow charts........................................................................................... 2 (C) Web site .................................................................................................................... 28. Basic user instructions ...................................................................................................... 29. Which form should I use when generating tickets?........................................................... 4 (A) Lobby (Walk-in customers) ........................................................................................ 4 (B) Phone ........................................................................................................................ 4 (C) General Question....................................................................................................... 4 (D) Due Diligence............................................................................................................. 5 (E) Allowable Use Determination.................................................................................... 5 (F) Zoning and Property Analysis .................................................................................... 5 (G) Records Request ........................................................................................................ 510. Procedure types ............................................................................................................... 511. Procedures ....................................................................................................................... 6 (A) Walk-in customer—Development Services Center..................................................... 6 (B) Phone call protocol.................................................................................................... 7 (C) Email protocol ........................................................................................................... 812. What to do with a ticket after it has been generated........................................................ 8 (A) Responding to a ticket ............................................................................................... 8 (B) How to assign a ticket to a specific person or work group.......................................... 9 (C) How to change the status of multiple tickets ........................................................... 10 (D) How to create custom ticket filters .......................................................................... 10 (E) How do I get notified of new tickets? ...................................................................... 10

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DSC Customer Tracking System Procedure (Mojo Helpdesk)1. What is Mojo? Mojo is a web-based ticketing system used to track customer inquiries in a single location. Customer information is collected through customizable forms, which staff can respond to via email.2. When will Mojo be deployed? Tickets will be assigned via Mojo beginning on March 1, 2018. Mojo has already been deployed in the DSC lobby.3. What is the intent of this procedure? This procedure is to be used by all agents (internal users) that use the Mojo system. This SOP describes the navigation and utilization of the Mojo system4. When should this procedure be used? This procedure is used for all Development Services-related inquiries that take more than three minutes to answer and are not related to an active permit or case number. This procedure describes the three scenarios in which tickets would be generated by customers and/or staff (walk-in, phone, and email), and required procedures for each contact method5. Will customers still be able to reach the DSC by phone? Yes. Customers may still call 919-560-4137 or 919-560-4144 to reach the DSC by phone. Reception staff will generate a Mojo ticket on behalf of the customer and assign to the Development Coordination queue for triage.6. Will the DSC email account continue to be monitored? Starting March 1, 2018, a customer who sends an email to the DSC email account ([email protected] and [email protected]) will include the following Out of Office reply: 1

DSC Customer Tracking System Procedure (Mojo Helpdesk) Thank you for contacting Durham’s Development Services Center. You will receive an email response from “DSC Help Center,” which is generated by the DSC’s new customer tracking system. You may follow up with staff through the DSC Help Center email. Starting April 1, 2018, this email account will no longer be monitored. Alternatively, the DSC is asking customers to submit web-based inquiries via this form. For more information about the new customer tracking system click here [insert link to Mojo customer web page with FAQ]. Effective March 1, 2018, the DSC is asking staff not to refer customers to the DSC email. This email address will not be advertised on the DSC’s web site. See Section 11(C), Email protocol, which describes what to do in the event that a customer sends an inquiry directly to a staff member via email.7. Customer self-help resources used in conjunction with Mojo Customers and staff can access the following resources either in lieu of submitting a new inquiry, or to aid in the resolution of an inquiry. Resources below can be accessed here. (A) Knowledge Base The goal of the Knowledge Base is to provide information in a single location that makes it quick and easy for residents to find answers. If you have canned responses or information that you use regularly, please submit the information to Development Coordination and the Development Coordination group will evaluate it for inclusion in the Knowledge Base. The Knowledge Base is the landing page of the Mojo helpdesk and is searchable using the search bar at the top of the page. The Knowledge Base is also accessible from the Development Services Center sub-site. (B) Development flow charts The Development Services Center sub-site includes a section on how to develop and build in Durham flowcharts. The flowcharts allow customers to follow a click by click overview of the development process in Durham. (C) Web site The DSC's new site is an extension of – and linked to - the City of Durham's existing web site. The sub-site consolidates development-related information previously scattered across multiple City and County web pages.8. Basic user instructions2

DSC Customer Tracking System Procedure (Mojo Helpdesk)(i) How do I access Mojo? To access Mojo, you will need to load a web browser, like Google Chrome or Internet Explorer; all web browsers support Mojo. After loading your web browser go to https://dsc.mojohelpdesk.com/. The landing page for Mojo is the Knowledge Base. The Knowledge Base is the first stop for answers to the most commonly asked questions. In order to access the internal Mojo dashboard known as the “help desk” you will first need to log in by clicking the button at the top right of the page that says “login to check your tickets”. If it is the first time you have logged in you will need use your Durham email address, select “forgot password”, and follow the prompts. After you have logged in, click on the “back to helpdesk” button at the top left of the page. Further Mojo access instructions can be found in Mojo training video 1: “How do I access Mojo Helpdesk and Knowledge Base,” which is available at: https://www.youtube.com/embed/Q_l9DtoyzTo.(ii) Further training More information on how to use the system can be found in the additional training videos noted below. For additional assistance, submit a ticket to the Development Coordination queue and the DSC’s Mojo Administrator will assist. (a) Mojo training video 1: How do I access Mojo Helpdesk and Knowledge Base? https://www.youtube.com/embed/Q_l9DtoyzTo (b) Mojo training video 2: How do I access and search for tickets? https://www.youtube.com/embed/jeN1i0FHvmU (c) Mojo training video 3: How do I create a ticket? https://www.youtube.com/embed/DNWqX7K_yJE (d) Mojo training video 4: How do I respond to a ticket? https://www.youtube.com/embed/s20kjDVf4ms (e) Mojo training video 5: How do I assign a ticket to a specific person or work group? https://www.youtube.com/embed/zYgNuT_1Uos (f) Mojo training video 6: How do I create custom ticket filters? https://www.youtube.com/embed/1oQk7NKyt9w 3

DSC Customer Tracking System Procedure (Mojo Helpdesk)9. Which form should I use when generating tickets? There are currently three types of forms in Mojo: walk-in, phone, and web inquiry. There are also fourteen form options. A full list of forms can be found below with a description of their uses: (A) Lobby (Walk-in customers) The following forms should be used for all walk-in customers.  Lobby-Public Works  Lobby-Planning  Lobby-Inspections  Lobby-Other/Don’t Know  Walk-in Meetings (B) Phone The following forms should be used for all phone call customers.  Phone-Public Works  Phone-Planning  Phone-Inspections  Phone-Other/Don’t Know (C) General Question General questions are the lowest intensive related questions; customers and staff should use this form to get answers to generic questions that do not require the information provided in Due Diligence, Allowable Use Determination, Zoning Property Analysis, and the Zoning Permit forms. This form should also be used for any questions for the Mojo Administrator.4

DSC Customer Tracking System Procedure (Mojo Helpdesk) (D) Due Diligence This form should only be used if the customer is requesting the following:  Verification of zoning district and current land use;  Confirmation that Certificates of Occupancy were received for construction; and/or  Identify any pending or prior zoning code enforcement cases. (E) Allowable Use Determination This form should be used if the customer is requesting any of the following.  Determine the land use type that corresponds with a proposed business or activity;  Identify whether a land use is allowed by-right or subject to limited use (i.e. performance) standards and/or Board of Adjustment or Historic Preservation Commission approval;  Advise which types of approval(s) will be needed for development, for example Rezone, Special Use Permit, Site Plan, Plat, Construction Drawing, Zoning, Building, or Trade permit; and/or  Confirm applicable dimensional standards and plat requirements, for example maximum building height, minimum building setback, maximum impervious surface, and maximum density. (F) Zoning and Property Analysis This form should be used if the customer is requesting either of the following:  Confirm requirements under current Site Plan or Development Plan; and  Confirm major Unified Development Ordinance (zoning) regulations; for example floodplain, watershed overlay, historic district, infill standards, parking and access, landscaping, tree coverage, and screening. (G) Records Request This needs to be resolved—form or queue?10. Procedure types There are four ways that tickets can be created. In most instances, the customer will be generating Mojo tickets. 5

DSC Customer Tracking System Procedure (Mojo Helpdesk) (A) Walk-in customers; (B) Phone call customers; and (C) Email customers. (D) Internal ticket creation11. Procedures (A) Walk-in customer—Development Services Center (i) When is a DSC walk-in (i.e. lobby) ticket needed? All DSC customers, internal and external, need to create a ticket when walking into the Development Services Center; this includes customers visiting the DSC for an appointment (front of house or back of house) or walk-in assistance from a DSC Technician. (ii) How to create a walk-in ticket  Start by double-clicking the station you are here to see:  Inspections (Building Permit, Inspection Fees, Impact Fees, etc.)  Planning (Zoning, Home Occupation Permit, Street Vendor, etc.)  Public Works (Red Lines, Driveway Permits, etc.)  Meeting (Meet with Staff Member)  Enter Your Name  Enter Email (Optional)  Click “Create Ticket”  Close the Internet Browser once completed (iii) What happens after a lobby ticket is created? (a) If the ticket is for a DSC Technician  DSC Technician interacts with ticket and closes it after finishing with the customer.  If a walk-in customer needs to be referred to another department, for example PW 3rd floor, then the DSC Technician would enter his/her comments in the ticket, then change the queue to the appropriate PW queue (in this case PW-Stormwater).6

DSC Customer Tracking System Procedure (Mojo Helpdesk)  The DSC Technician would assign a ticket if directing it to a specific staff member, or leave unassigned. If leaving a ticket unassigned, you may want to have certain team members be notified when new tickets are assigned to your queue – this can be set up using a Mojo feature called triggers.  The DSC Technician should provide the customer with the Mojo ticket number so PW staff knows which ticket they should access in order to see Planning’s comments, add further comments as appropriate, and close the ticket when resolved. (b) If the ticket is for an appointment  The ticket will remain open while the customer is in the lobby. When the customer is brought to the meeting the DSC’s Customer Service Assistant (i.e. the lobby greeter) will close the ticket. (iv) How are we handling walk-in customer inquiries that cannot be resolved in the DSC? THIS NEEDS TO BE RESOLVED(B) Phone call protocol (i) When do I need to create a ticket? If someone calls you directly you may transfer the call to extension 4137 and instruct the customer to press 3. Phone reception staff will generate a Mojo ticket on behalf of the customer. (ii) How to create a phone ticket  Staff would create ticket on behalf of customers (unless the issue can be resolved in less than five minutes, in which case no ticket needs to be created).  From the Mojo help desk, click the new ticket icon found in the upper left corner of the page and fill out the proper form (Phone-Public Works, Phone- Planning, Phone-Inspections, or Phone-Other/Don’t Know). Click on the form name to load the ticket form.  Fill out all required fields (First Name, Last Name, Phone Number, How can we help, queue)  The “how can we help” section should be used to state the customer’s inquiry. 7

DSC Customer Tracking System Procedure (Mojo Helpdesk)  The default ‘requester’ for the ticket will be the same user who is logged in; you should change this to the customer’s email address if it was provided.  The queue should be set to the appropriate work group or, if the property work group is unknown, should be set to Development Coordination.  Fill out all information provided.  Click create ticket. (C) Email protocol (i) When do I need to create a ticket? Most of the time these forms will be filled out by customers directly; however, if you received an inquiry that needs to be translated into a ticket on the behalf of a customer you should follow the same protocol. (ii) How to create an email ticket  Customers create tickets through the web site or mobile app.  If a customer emails staff directly, staff can either direct them to Mojo or log a ticket on customer’s behalf (unless the issue can be resolved in less than five minutes, in which case no ticket needs to be created).  If creating a ticket on the customer’s behalf, click the new ticket icon found in the upper left corner of the page and fill out the appropriate form (General Question, Due Diligence, Allowable Use Determination, or Zoning and Property Analysis). The Protocol on how to choose the correct form is found in section 7 above.  Fill out all required fields (Requester, How can we help).  The “how can we help” section should be used to state the customer’s inquiry.  The default ‘requester’ for the ticket will be the same user who is logged in; you should change this to the customer’s email address - this is required for email inquiries.  The queue should be set to the appropriate work group or, if the property work group is unknown, should be set to Development Coordination.  Fill out all fields (First Name, Last Name, Email address).  Click create ticket.12. What to do with a ticket after it has been generated (A) Responding to a ticket8

DSC Customer Tracking System Procedure (Mojo Helpdesk) To respond to a ticket you will need to open it from the Mojo helpdesk. When the ticket is open, the first thing you should do is change the status to “In Progress.” This can be changed in the top left of the screen; when the ticket is first created it will be listed as new. Marking the ticket as in progress will remove the ticket from the new tickets queue. In order to reply to the ticket, click reply in the middle of the page and enter information. Keep the ticket open through the duration of the interaction with the customer. If you wish to add hyperlinks, mark-up text, or attach images, you will need to use specific commands. A full list of commands can be found by clicking on the question mark next to markdown preview and selecting markdown help. There are two options for updating a ticket; please be aware of a toggle switch that reads public/private above the reply box. If you would like to update a ticket without the reply going to the customer, you should mark the replay private. Only internal staff will be able to view this reply and the customer will not receive an email notifying them that the ticket has been updated. When you are ready to send the ticket to the customer, simply click back on the public/private toggle switch and hit update, or choose “update and solved” if you are ready to close out the ticket. Once everything is resolved with the customer, the ticket is ready to be closed. Click “close ticket” at the top right of the ticket. After closing the ticket, you can click “Go back” in the upper-left corner to get back to the dashboard. You will notice that after closing the ticket it has now disappeared from your “My Assignments” list. More information can be found in Mojo training video 4: How do I respond to a ticket found at https://www.youtube.com/embed/s20kjDVf4ms(B) How to assign a ticket to a specific person or work group Open the ticket. If the ticket is assigned to someone and it needs to go to a general work group queue, the next step would be to change the Agent to “Unassigned.” Click the pencil icon next to the Agent field on the left-hand column and change the Agent to “Unassigned.” Then, scroll down, and under queue, change the queue to the appropriate department and contact person or leave this contact person as unassigned if you do not know who to assign the ticket to. More information can be found in Mojo training video 5: How do I assign a ticket to a specific person or work group found at https://www.youtube.com/embed/jeN1i0FHvmU. 9

DSC Customer Tracking System Procedure (Mojo Helpdesk) (C) How to change the status of multiple tickets If you ever find the need to close multiple tickets, or change the status/queue of multiple tickets, you can do so by clicking on the circle next to the customer’s name on the Mojo help desk screen and clicking the drop down box that states “select action”; click the appropriate choice, i.e. change status, change priority, change queue, or add a comment. More information can be found in Mojo training video 4: How do I respond to a ticket found at https://www.youtube.com/embed/s20kjDVf4ms (D) How to create custom ticket filters Under “Views,” hover your mouse near the question mark icon until you see the pen icon. Click the pen. Here you can edit current views or create a new view. When you create a new view, you will see many filtering options. We recommend that all employees create a ticket filter to show all unassigned tickets for your department. To do this, you will need to select “new view” in the top right hand corner of the “Manage Views” page, i.e. the screen that shows up after clicking the pencil icon. Select your work group from the Queue field and select “not assigned” from the Assigned to field; click “save as view” at the bottom of the page. (E) How do I get notified of new tickets?  Mention that email is sent to user inbox when ticket is assigned directly to user.  Additional customized notifications can be established, for example if a ticket is assigned to a queue without being assigned to a specific staff member. Please contact Mojo Administrator for assistance setting up custom notifications.10