I work for a 15 person software company that will go live with customer support in the next few months. I've been tasked with setting up their Customer Service infrastructure. Jira Service Desk will play a big part in this but we do feel we need to provide a phone number in case someone has a P1 request and they don't want to make it through our customer support portal.
In the event that someone calls and it turns out they are making a lower priority request, how do you handle this? I'm specifically thinking of calls that might come in at 3am.
Any advice would be appreciated.
Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...
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