SBA.gov Web Support help desk

Description

Along with content support, my team also manages SBA.gov’s Web Support help desk. The help desk can receive upwards of 300 tickets per month, and tasks vary widely in scope. Examples of day-to-day Web Support requests are things like: 

• Minor copy edits

• Updating event information

• Updating broken links

• Providing contact information for offices within SBA

We do periodically receive requests that are a heavier lift. These types of asks might be:

• Page overhauls to update copy

• Reporting bugs

• Uploading Disaster Press Releases, Op-Eds, Readouts, etc.

• Troubleshooting

My team is proud to maintain a 4.8/5 average customer satisfaction rating month-over-month for Web Support users.

Strategy

Our team is lucky to have direct access to user feedback through Web Support. Occasionally, we use these tickets as guidance for content updates on the site. While we perform regular content audits, this user feedback is invaluable for things we may miss, or trends we need to be aware of.

My role

• Provide help desk support as needed

• Maintain Web Support taxonomy

• Update internal knowledge base for bug fixes/workarounds

Highlights

I developed a taxonomy for our Web Support Helpdesk in an effort to improve reporting. Our former reporting system (for sprint reviews and monthly reports) was cumbersome and time-consuming. Tickets were manually catalogued, sorted, counted, and ultimately copied and pasted row-by-row into our reporting structure.

I conducted internal research via stakeholder interviews to establish a baseline taxonomy, then collected ticket data from previous months to fill in the blanks. The finalized taxonomy is used to categorize all support tickets, which are now able to be pulled into an automated dashboard for easy access and reporting. This process that used to take several days can now be completed in a matter of minutes.

Screenshots below taken February 2025.

First screenshot is an example of an Event page on SBA.gov.