December 2024 Customer Support for Challenge.gov

[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.

December 1 - 7

• Monitor the team@challenge.gov 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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December 8 - 14

• Monitor the team@challenge.gov 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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December15 - 21

• Monitor the team@challenge.gov 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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December 22 - 31

• Monitor the team@challenge.gov 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