Customer Success Triage Template

Is your customer support team getting tons of requests from other teams? With this task template, you can create a single centralized place for anyone in your organization to send their requests.

This is best used with a dedicated Customer Success Triage project in your work management tool of choice. This is the basic workflow:

  • The requester duplicates the template and enters the details of their request
  • Someone on the customer success team reviews the request
  • The request is assigned to the right person in marketing
  • That person evaluates the request and reaches out to the requester if they need additional information

Copy Task

Title

[DUPLICATE ME] Customer Success Request Template

Description

Please assign a due date for this task

Please use one of the following prefixes in your task's title:

[AM] Account management (used for payment requests, extending trials and managing features)

[PO] Proactive outreach - reaching out to users whose activity has gone down, who are missing payments, who have been flagged for too many requests, etc.

[TS] Internal technical issue that would require support

[TR] Training requests on certain parts of the product (also used to request a new training for

[RR] Refund Requests

[Misc] For anything that doesn't fit a specific category

Request

your text here

Account information

your text here

Is the completion of this task a blocker for anyone?

your text here

Additional information

your text here

Tips

  • Some tools (like Jira), have a built-in priority field, while others (like Asana and Trello) will let you add it with [custom fields]. A priority field lets you better triage tasks. A custom priority field should absolutely have High, Medium, and Low options. Consider adding ASAP and Quick Win as well
  • If your task has a priority field, add this note at the end of your task’s description field: "Make sure to fill the priority field, or we’ll automatically relegate your task to the backlog. High means your request can potentially block another task or seriously affect customers or other teams. Medium means a task needs to get done, but won’t jeopardize anything anyone else is working on. Low means the task is borderline backlog-worthy. Mark a task as ASAP if it’s an emergency. Mark it as a Quick-Win if it’s something you think we can achieve in a few minutes but that still has a reasonable impact."
  • You can also use custom fields to add a “Work Estimated” field to your template, with options for Short (1-7 hours), Medium (1-2 days), Long (3-5 days), Extra-long (1-2 weeks), or Project Sized (2 weeks and up) requests.