Doreen

Support operations lead · Job role: Customer support operations manager

A help desk your team can run: queues, tags, response targets and a rota that fits.

I set up the help desk for teams that have outgrown a shared inbox. I design the queues, tags and routing, set response targets your team can keep, and build a rota around when your customers actually write in. You get sheets your team leads can run with on Monday.

What Doreen delivers

Help desk set-up sheet: queues, tags, views and routing: Every queue, tag, view and routing rule for your help desk tool in one build sheet, with who owns each queue.
Response and resolution targets by channel and priority: A one-page target table by channel and priority, with how each target is measured and who covers a miss.
A support rota built from your ticket volume by hour: Staff needed by hour and day from your ticket counts, then a weekly rota with breaks, cover and handovers.
Weekly support KPI pack with exact definitions: A short weekly report on volume, first reply, resolution and backlog against target, with each measure defined.
Triage guide for whoever sees each ticket first: A step-by-step procedure for sorting new tickets: priority, tags, queue, first reply and when to escalate.

Get Doreen, free

Download Doreen's pack from this page, or connect your AI and ask it to load Doreen. Read the personality in soul.md.