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You can access all requests created by someone from your company from the My requests links in the upper right corner of the portal.

Requests workflow

workflow.jpg

Business rules

Workflow

  • When the ticket is created, it arrives with "Submitted" status
  • As soon as our team starts working on it, the ticket moves to "In progress" status
  • If we need more information from you, the ticket is moved to "Waiting for customer" status, and a comment is added on the ticket detailing what we information we need to solve the issue.
  • If we need a third party to help solve the issue, the ticket is moved to "Waiting for customer" status. Third parties could be Atlassian, an add-on vendor or a hosting provider.
  • When providing you with an answer, the ticket moves to "Closed" status. A comment is added providing you with all necessary information.
  • If the answer does not fully meet your expectations, you have the ability to reopen it, which moves the issue to "In progress" status.
  • If the ticket requires a planned operation in order to be solved (e.g. upgrade, planned restart), it will move to "Operation planned" status, letting you know in a comment when the operation will take place and who will be responsible for it.
  • If the ticket is identified as a consulting task, it will be closed with resolution "Consulting".

SLA

  • Response SLA is measured from the "Submitted" status to the "Operation planned" status for Improvements Requests and from the "Submitted" status to the "Closed" status for all other types of requests
  • Response SLA only counts the first hit of the "Operation planned"/"Closed" status - this means that if an issue is reopened, the SLA does not restart.
  • Response SLA is paused on the following statuses: "Waiting for customer", "Waiting for third party".
  • Response SLA is only measured during business hours.

Notifications

  • After ticket creation, the creator receives an email notification.
  • At any moment, the creator is able to reply to this notification in order to add a comment to the ticket.
  • The creator receives an email notification as soon as the ticket enters "In progress" status, meaning the issue has been taken into account.
  • The creator receives an email notification when the ticket enters "Waiting for customer", "Waiting for third party" or "Operation planned" status.
  • Our support team receives a notification when the issues is reopened from "Waiting for customer" or "Closed" status.
  • The creator receives an email notification when the ticket enters "Closed" status.
  • The creator receives an email notification each time the ticket is commented by our support team.

Automations

  • Tickets that have "Waiting for customer" status and have not been modified for 5 days are automatically commented, which sends a notification to the creator.
  • Tickets with "Waiting for customer" status that have not been modified for a period of 20 days are closed automatically, but you are able to reopen them if required.

Escalation

  • At any point in time, you have the ability to escalate the issue. Escalating the issue sends a notification to the Support Team lead and the Head of Managed Services so that they can review the ticket and take action if necessary.
  • We recommend using this escalation button if
    • You are not getting the required level of expertise for dealing with an issue
    • You are not getting appropriate response time after you provided all information for the support agent to work on your ticket
  • If you have a very urgent issue, we recommend you to call us directly rather than escalating the issue (as a reminder, our phone numbers can be found here: Offer description)