The Danger Zone

The Danger Zone in your dashboard helps you monitor and address client issues or potential risks before they escalate. It flags current support tickets and highlights projects that may need extra attention.

What is the Danger Zone?

The Danger Zone is divided into three sections:

1. Active Support Cases – High-priority issues escalated to the Support Team.

2. Projects That Need Your Attention – Projects flagged for potential issues.

3. Waiting for Approval – Projects marked complete but pending client approval.

What are Active Support Cases?

• Active Support Cases include client complaints that have been escalated to the Support Team.

• Each brand tile provides a description of the situation. Click through to the Brand Detail View for full details.

• Your responsibility: Resolve these cases directly, ideally by contacting the client promptly via call or message.

  • Tip: Resolving the issue yourself usually results in a more favorable outcome than having Support mediate.

• If you cannot fully resolve a ticket, focus on de-escalating the situation to make mediation easier and more effective.

What are Projects That Need Your Attention?

• These are projects not currently escalated but flagged as potentially problematic.

• Common reasons for flags include:

  • The project is past its deadline.

  • The client has requested revisions on a project you marked complete.

• Recommended actions:

  • Review flagged projects carefully.

  • Reach out to clients proactively to prevent escalation.

• Support Team visibility: The Support Team can see these projects and may provide guidance or next steps if necessary.

What is Waiting for Approval?

• Projects marked complete but pending client approval appear in this row.

• A project stays here until:

  • The client manually approves it, or

  • Three business days pass, and the system auto-approves the project.

How do I resolve support issues effectively?

• Prevent issues: Many problems can be avoided with proactive communication:

  • Writing clear and thorough matching messages.

  • Sending detailed quotes.

  • Setting clear expectations with clients UPFRONT.

• De-escalate active tickets: Focus on resolving issues directly with the client before Support intervention.

• Use Danger Zone insights: Pay attention to flagged projects to catch potential problems early.

Here is more on resolving Support Cases