Helpdesk Support

Mosquito Squad Support Team Helpdesk 

This working document is to outline expectations and responsibilities for the Mosquito Squad response system (helpdesk) as of June 2023. This is not a policy. Those are set by the COO of our team. Feedback and changes are welcome. 

Mosquito Squad’s EASY BUTTON/Helpdesk

Mosquito Squad (MSQ) is a remote franchise system.  To bridge that gap, we employ a helpdesk.

The Helpdesk is advertised as a rapid response system to answer straight forward questions about our business. To that end, response time must be measured in hours across the work week. For large projects, take the project off line and close the initial ticket with notes as such.

 

Published Purpose of the Mosquito Squad Helpdesk

Communicating with the Mosquito Squad Support Team has never been easier. Whether you have a question about Marketing, Operations, Billing, Human Resources, or Quantum Physics, [e-mail] has your answers.

#1: Relationship questions go to your Business Coach by telephone or email.

#2: Everything else to [e-mail] 

Cost of Zendesk

Within the Helpdesk (which is a commercial software product that costs $95 for each of the staff per month) are a variety of tools to make collaboration swift, and save an audit trail which can be helpful. Here is a link to the tutorial by Zendesk: https://support.zendesk.com/hc/en-us/categories/5021364328218-Agent-guide 

Login and Location of the Helpdesk

Helpdesk access for staff uses your Authority Brands email/login and password to https://mosquitosquad.zendesk.com/. It is recommended that as an agent you bookmark that takes you to your agent account as below, then select and set url.

Anatomy of a Ticket

Here is the look of a typical ticket in Zendesk/Helpdesk. 

The status at the bottom right is set once everything else is complete. Open is acting and being worked upon, Pending is waiting on information from the submitter, and Solved is, well, solved. Leave tickets cc'd, assigned to others, or shared as open. 

Assigning to an Agent

Here is where you assign/reassign a ticket to one of our staff:

Authority and Expertise

Here are the current areas of expertise for our staff. Email the helpdesk if you wish these changed:

Internal Staff to be Assigned

• Brett Dietrick: questions from their franchisees
• David Woodrum: questions from their franchisees, oversight of Helpdesk response/resolution times, Service Minder technical questions at peak times like training, Qvinci
• Luke Berneking: questions from their franchisees, phone systems, commercial sales
• Dylan Cohan: questions from their franchisees, Fran Connect, Squad School, and Operations Manual
• Doug Weber: primary Service Minder technical 
• Harry Irving: marketing primary, PMP questions
• Toni Walker: artwork requests or any helpdesk tickets relating to the artwork that an owner is requesting
• Melissa Powell: Social Media. Point for Emma the Entomologist
• Kurt Vandock: vendor, entomology
• Mary Anna Lewis: questions from their franchisees, commercial sales
• Tommy Berg: questions from their franchisees

Connected Helpdesks via Sharing

• Service Minder: Share with status OPEN to serviceminder.io
• Squad Store Technical, G-Suite Emails (Google Suites for mosquitosquad.com): shre to Authority Brands

Sources of expertise to be cc'd in the Helpdesk

• Franchisee billing and draft cc AB Accounting  ([e-mail])
• Franchising Sales and Resales cc [e-mail]
• PulseM: https://mosquitosquad.zendesk.com/hc/en-us/articles/360061294534-Vendor-Directory-Contact-List
• QBO: We do not support. Have end user access QBO retail support via the Help section inside of QBO.
• Legal: cc Tom Swift ([e-mail])
• Dread Skeeter: assign to marketing folks

(Updated 12/24/24)