4AM MediaKnowledge Base SystemInternal support library

CSR workspace

Quick access directory

CSR Webtools & Worksheets

The operational tools, worksheets, and trackers used during customer support work.

WEB TOOLS

4 tools
ShipheroOpen toolZendeskOpen toolStickyOpen toolAircallOpen tool

EMAIL TEMPLATE

2 tools
Macro LibraryOpen toolZendesk MacrosOpen tool

ESCALATION SHEETS

11 tools
Refund follow up (Beyond TAT) Escalation sheet:Open tool4AM Marketing Email - Response Tracker:Open toolShopify Refund Requests & Follow Up:Open toolAmazon | Walmart | eBay Inquiries:Open toolOHA - Refund Push back Tagging Sheet:Open toolOHA Hearing Specialist Referrals / Consultation Portal:Open toolDHL Re-Shipment Claim Template:Open toolCSR Manual Creation Tracker:Open toolReturn Label Request for Customers without valid email (socmed):Open toolNEW Undelivered Message Escalation:Open toolRequest Follow-up Escalation Sheet:Open tool

PRODUCTIVITY SHEETS

5 tools
Consolidated Tagging (New 2026) :Open toolOutbound Leads Sheet (OHA Prio):Open toolOUTBOUND SALES SHEET (call request sheet):Open toolLincoln Warehouse Returns:Open toolLA Loginet Returns:Open tool

Masterlists

2 tools
Manual Order - Order Number Masterlist (All Brands):Open toolOHA: Discount Code - Master Sheet:Open tool

Admin Worksheets

4 tools
Address Hold Tracker (Proactive monitoring):Open tool
Operator Hold Tracker (Proactive monitoring):Link pending
Order in Sticky but not in ShipHero Tracker (Proactive monitoring):Open toolPayPal Tracking link ProcessingOpen tool