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One home for customer requests, SOPs, ad launches and weekly ops. Every request links to the SOP it follows, so anyone on the team can pick it up and finish it the same way.

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How this workspace is organized

• Support Requests — every ticket from email, chat and Facebook DMs, tracked on a board by status
• SOP Library — step-by-step procedures for refunds, returns, cancellations, escalations and ad launches
• Ad Launch Tracker — Facebook/Instagram ad sets from brief to live, with budget, audience and results

Working rules

• Every request gets an owner, a priority and a due date within 1 hour of arriving
• "Waiting on Customer" cards get a follow-up after 48 hours, then close after 5 days with no reply
• Escalations go to the team lead with order details, what was tried, and the customer's ask
• SOPs are reviewed monthly; anything that changed gets updated the same day

SOP Library

Support Requests

Ad Launch Tracker