**Agent Tools & Support

If you need a certain internal KB or a Help Center article to be updated or you if a macro needs to be created or updated, please reach out to your SA or Team Lead. 

For SAs, Leads, & Managers:

SAs, Leads, & Managers will find the "CXI & Training" Hub in their CS Hub views. Within this hub, you'll find new forms special for KB or HC article enhancements as well as macro improvements or needs. For the time being, these requests will be SAs and up only.

If you find a site issue or a user reports one (errors, typos, etc.) these are the proper steps to handle:

• • If found on an internal or external KB page: reach out to your SA/TL and your SA/TL and they'll submit the request thru the CS Hub
    • SAs, Leads, & Managers will find the "CXI & Training" Hub in their CS Hub views. Within this hub, you'll find new forms special for KB or HC article enhancements as well as macro improvements or needs. Please use the appropriate form for this request. 

• • If found on an Upwork web page (KB aside): email info to qa@upwork.com

If you want to apply filters to automatically have certain email fall into a folder (even skipping your inbox), here’s how:

1. Click the Gear on the top, right-hand side in the Gmail account and choose “Settings”
2. Click “Filters and Blocked Addresses” and then “Create a new filter”
3. Here is where you can add in the “from” email address and the “subject”, if needed (e.g. support@upwork.zendesk.com for the “from” and Attention: New Problem Ticket for the “subject” to filter out the Problem Ticket emails)
4. Click “create filter with this search” and then there are additional options to choose from (e.g. check off “skip the inbox” and “apply the label” to have all Problem Ticket emails skip your inbox and move into a custom made folder!)
5. Click “create filter” to finalize the options - you can also update/edit them later back under Settings > Filters and Blocked Addresses”

A Google Chrome extension (for Upwork internals only) to easily determine acronyms in KB articles, Zendesk, and OBO.

How to Install and Use:

1. Add your name and Upwork email address to the bottom of the Acronym Extension Request List. If currently in New Hire Training, please check with your Trainer first!
2. Once an "added date" (ETA 24 hours) has been added next to your name by the Admin, THEN you can go ahead and download and install the extension here: https://chrome.google.com/webstore/detail/acronym-extension/bppoeokicgoelcpicaheacopjhodfeko
3. Click the ADD TO CHROME button then ADD EXTENSION option
4. To use, select or highlight an acronym on any KB page (or in ZD or OBO) and RIGHT CLICK, then choose Acronym option and it will show the meaning of the acronym (see video clip below). for video (not yet added to KB list)

Suggest an Acronym

To suggest an acronym, please go to our main spreadsheet and go to the TO ADD tab; from there, fill in the information requested.

Use Upwork Acronym Extension in Google Sheets

Highlight only the text inside the cell (not the actual cell), then RIGHT CLICK and select the acronym option.

Use Upwork Acronym Extension in Google Docs

Highlight the acronym in the document and RIGHT CLICK and select EXPLORE option, then in the right side explore window, RIGHT CLICK again the acronym word and select the acronym option. For any feedback, comments, or suggestions, please see your Team Lead.

If a user doesn’t have the Upwork Desktop App to send a screenshot with the screenshot tool and they aren’t familiar with how to take a screenshot, please provide the directions below:

For Windows

To get a screenshot of the issue on your computer with Windows operating system, please follow the steps from the Microsoft help page: https://support.microsoft.com/en-us/help/13776/windows-use-snipping-tool-to-capture-screenshots

For Mac

To get a screenshot of the issue on your Mac, please follow the steps from the Apple help page: https://support.apple.com/en-ph/HT201361

Once the screenshot is taken and saved, the user can send the image file to the agent by following the steps below:

Chat

A user can attach the screenshot file in chat by dragging and dropping the file into the chat widget box.

Alternatively, they can select Options > Send a File and select the file. Then, wait for the file to upload to the chat.

At this point, the file appears in the chat transcript and in the agent's dashboard.

Ticket

A user can attach the screenshot file in a ticket by clicking the clip icon and select the file. Then, wait for the file to upload to the ticket.

Please click the link below:

Overview: How to provide additional supplements to your user - Direct Account Links, KB Help Articles, and ZD ticket/dispute ticket links.

How to provide an Upwork page/section to a user:

1. Sudo into your user’s account
2. Search within the account for the appropriate page that you would like to guide the user to
3. Copy the complete link from your browser’s address bar
4. Paste it directly into your chat/ticket

How to provide a KB help article to a user:

Option 1: Find the article manually within the Help Center

a. Once you have found the article, copy the complete link from your browser’s address bar

b. Paste it directly into your chat/ticket

Option 2: Use Knowledge Capture to link an article (available for tickets only)

a. With your ticket open, look to the right at BOBO

b. Scroll to “Knowledge Capture” section

c. Use the search bar to enter the keyword (for example, “fixed price”)

d. Select “Link Article”

(If you use a long URL in your ticket, for example: https://support.upwork.com/hc/en-us/articles/211063398-Getting-Started You may edit it by clicking the link, selecting the “pencil” icon, and then entering what you would like, for example: “Getting Started”.)

How to provide a ZD ticket/dispute ticket to a user:

a. Find the appropriate ticket number in Zendesk

b. Put the ticket number on the end of this link: https://support.upwork.com/hc/en-us/requests/

c. Give to the customer

Here's how to view a user’s account on mobile browser in sudo:

1. Sudo into any account
2. Right click somewhere on the page
3. Click “Inspect”
4. This pops up click on the icon (Toggle Device Toolbar) shown in the screenshot
5. Select "Responsive" - able to now choose different options to see how the Upwork website looks on different devices!

If CSS Notes do not auto-populate, copy and paste the following format and use the drop-downs to help complete the sections -

[ACTION]

[DEPARTMENT]

[CAUSE]

[NOTE]

[NEXT STEP]

[TICKET #]

CSS Notes vs. Internal Note instructions

Please be mindful of ZD Internal Note instructions vs. CSS Note instructions. We always want to follow the direction within the CSS Note. An example is this case here: internal notes make it appear that CS will make the change, but the CSS Note states PayComp will handle. If there's any doubt on how to handle a specific case like this, please see your TL or Manager for assistance.

Product team uses the Coffee Mug test to help guide them in creating the language on the platform. Remember that this is only a guide, which we can also use to focus on being relational. 

Using Upwork should feel like talking with your mentor over a mug of coffee.

We start with all our users, everywhere

• Focus on what’s important to them
• Lead with inclusion, accessibility, and a global focus
• Put yourself in their position

We coach

• Don’t just give people information, guide them
• Don’t rely on our names and labels: describe things for people who are new
• Add bits of information to help them make the most of Upwork,
  like how long something takes, or what our data tells us is effective

We’re concise 

• Put your main point first
• Be as brief as possible (but not too cold)
• Help readers scan by breaking your text up with headings, subheadings, and bullets

We’re conversational, not corporate

• Use everyday, readable language and write for a low reading age
• Avoid idioms, business jargon, and cultural metaphors
• Use verbs not nouns when you can, and active voice not passive voice
  
  

We’re humble 

• Show don’t tell: cut the salesy adjectives like trusted professionals
• Talk about things from their perspective, not ours

CS must use this macro for all chats, tickets, and phone calls related to customer feedback: General > Feedback and Suggestions macro

This is for our Voice of Customer team (VOC) to be able to review any and all feedback that we receive from our customers. This macro is set up to help code these contacts; a special tag as well as a "VOC Product Feedback" checkbox will be automatically coded with each macro use. There is a macro attached that you can use to help respond to customers, but if it's not needed, you can simply reword or delete entirely.

If the person reaching out to Upwork CS does not have an Upwork account and has not reached out to support before, we want to ensure their info is added to a ZD profile.

Important to complete FIRST:

• Search for the customer’s email address in OBO to ensure the customer has no Upwork account 
• If no account is found by searching for their email, double check and search using their first and last name, any contract numbers they may have given, etc. If a customer's name is common, use your judgment or approach a TL when looking for an account

If there’s no account found, (this typically happens if we are actively reaching out to a customer that has never contacted CS themselves e.g. when Community / Social asks us to do outreach) see a TL to process the creation of the Zendesk profile. Once complete, search and officially add them into the Requester field.

If there IS an Upwork account, but it’s not popping up in ZD, see a TL to link the ZD profile & OBO profile together. Once complete, search and officially add them into the Requester field.

If a customer has multiple ZD profiles, this results in some of the tickets not showing in the ticket section of the customer’s correct OBO account. When this happens, approach a TL to merge the Zendesk profiles.

Some examples of when someone may have multiple ZD profiles:

• If they have duplicate Upwork accounts and have reached out to Support with each of the email addresses associated, that may create multiple ZD profiles
• If they have one email address associated with their Upwork account, but they reached out to Support with a different email address, that may create multiple ZD profiles

Our Legal team has compiled a list of terms and phrases to avoid when chatting with our customers, please review this resource here.

Important: The term "user" is not a Legal term to avoid on the above list, but it’s recommended this is still avoided when speaking to our customers.

While also going through a list of words / phrases to avoid, the page also shares what can be used, instead! A few quick examples:

• Instead of saying "salary" or "paycheck", use "fee" or "payment"

• Instead of saying "employee", use "contractor" or "freelancer" or "independent professional"

This is a resource to help call out what we want to avoid, but we understand that some words or phrases may be utilized directly in product or within the help center. As long as they are utilized in the proper context, then those are ok to use. Example:

• “Job" is ok to use in the right context; avoid saying "apply for a job", yet saying "submit a proposal for a job" is ok

If it’s noticed a customer is utilizing language on our internal “terms to avoid” list, it's ok to gently guide them in the right direction. Example:

• CL saying "my freelancer didn't receive their paycheck from me" - a possible response could be "let me take a look at that payment to your freelancer"