Support Center Other Functions
This Ongoing Management Guide provides the steps required to maintain, troubleshoot, and optimize the Support Center function within the TRIFFT Cockpit to ensure high-quality member assistance and data integrity.
| Topic / function | Support Center |
|---|---|
| Audience | Customer Support / CRM Ops / Project Admin |
| Goal | Maintain, edit, pause, troubleshoot, and improve the setup over time |
Other functions covered
- Member Lookup & Verification: Finding profiles via Email, Phone, or Member ID to verify identity.
- Transaction Auditing: Reviewing the Order Ledger to reconcile missing points or investigate failed webhooks.
- Privacy Lifecycle Management: Processing Right to Access (SAR) or Right to be Forgotten (anonymization) requests.
- Activity Log Monitoring: Reviewing chronologies of member events (emails sent, points earned, rewards claimed).
Action description (Example: Resolving a Member Inquiry and Adjusting Points)
- Navigate to the Support Center: Log in to the TRIFFT Cockpit and go to Support Center > Members.
- Locate Member Profile: Enter the member's primary identifier in the search bar and select the correct profile from the results.
- Review Activity Feed: Check the member's timeline to see recent orders, redemptions, or communication history to understand the context of the inquiry.
- Initiate Adjustment: Click the Wallet tab and select Adjust Points.
- Add Testing/Validation Steps: Ask the member to refresh their Mobile App or Web Portal view to confirm the new balance appears immediately.
- Confirm and Audit: Save the changes and verify that the adjustment is recorded in the member's internal log and the project's global Audit Log.
Ongoing management checklist
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Reason Code Audit: Periodically review manual adjustments to ensure support staff are using correct and descriptive reason codes.
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PII Access Review: Ensure that only active support staff have roles permitted to view sensitive member contact information.
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Order Sync Health: Check the Orders section daily for any transactions marked with "Failed" or "Pending" statuses that may require manual intervention.
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Privacy SLA Tracking: Monitor the Privacy Requests queue to ensure all data deletion or access requests are completed within legal timeframes.
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Communication Verification: Use the member's communication log to troubleshoot why a specific Push Notification or email might not have been delivered.
Updated 28 days ago