Support

    A ticket is a type of work item from the front office (customer, employee, engineer) and requires an owner and some level of interaction or work to be performed. While incidents may only notify, a ticket requires someone or something to take some action (triage).

    Tickets are commonly associated with a part (product or service) and can come from both internal and external users. Tickets are also used to communicate progress to the user or other impacted party.

    For example, if a user calls in and files a ticket for a problem they are facing any progress would be communicated to them through the ticket.

    There may be cases where mass communications (broadcast) are necessary in the event of lots of impacted or related parties (such as service status updates). In this scenario the ticket would be used to broadcast and handle communications among multiple parties, including across multiple rev orgs. Broadcast can also be used to engage customers for feedback/ideas (such as new features ideas). Scoping is important for broadcast tickets as there needs to be a differentiation between broadcast (all revs) vs. multicast (particular revs).

    Ticket#

    A ticket may be started by a rev user, a dev user, or a system (auto-created). Although tickets will be most commonly acted upon by humans, they may also be acted upon by machines.

    Tags [values]:

    • Stalled
    • Priority/Escalated
    • Fast/Slow Moving
    • Blocked
    • Resolution: [value]
    • Impact: [value]
    • Reason: [value]

    Stages#

    Ticket state machine

    The following figure shows the state machine for tickets.

    Open

    • Queued (Q) The initial stage for all tickets. When a new ticket is created, it is automatically put into the queued stage, which indicates that it needs to be picked up by an agent.

    In-progress

    • Work in progress (WIP)

      Work on the concern reported by the user has begun. When an agent starts work on a ticket, the ticket's stage changes to work in progress. When the agent requires more information, they may ask the customer for additional detail (such as logs or context), in which case the stage would change to awaiting customer response until the customer responds.

      In certain scenarios, the agent may be able to resolve customer's concern. If that is the case, the agent would ask the customer if the agent's resolution has resolved their concern and the stage would move to awaiting customer response. Once the concern is resolved and customer acknowledges the stage may move to resolved. If the concern is not resolved, the stage may change back to work in progress as the agent continues to work on it.

    • Awaiting product assist (APA)

      The agent is waiting for a response or feedback from someone internally. The agent may need to escalate the ticket to get a response from someone internally. There may be a corresponding issue created to fix the defect, which would transition the stage to awaiting development.

    • Awaiting customer response (ACR)

      The agent requires more detail or another response from a user. In certain cases where the ticket depends on some fix (issue(s)) the stage may go from in development to awaiting customer response when the corresponding issues have been resolved and the fix needs to be validated with the user.

      In certain cases, the agent may be able to solve directly (without any required issues) in which is may change stage from work in progress to awaiting customer response to validate they have solved the problem. If either has resolved the customer's concern the stage can move to resolved.

    • Awaiting development (AD)

      The issues on which the user's concern rely for resolution are planned but not active. When development on the issue begins the stage will transition to in development.

    Closed

    • Cancelled (C)

      The ticket is determined to be invalid either by the user or the agent. In certain scenarios, a ticket may have been created by accident and may be cancelled by the creator. In other scenarios, garbage tickets may be created through automations or because of spam. Automation or the agent can directly close and cancel such tickets.

    • Resolved (R)

      The goal target stage for tickets. Resolved means that the customer's concerns which led to the ticket have been addressed.

    Create a ticket#

    1. Go to Support > Tickets from the sidebar on the left.

    2. Click New Ticket on the-top right corner of your screen.

    3. Add a title and description for your new ticket. You can also attach files related to the ticket in the description.

    4. Select which part of the company/product this ticket is related to.

      New ticket panel

    5. Enter other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the rev org that the ticket pertains to.

    6. If there are other tickets or issues that relate to this ticket, click Link Records and select the relevant items.

    7. If you would like to immediately create another ticket, select Create multiple.

    8. Click Create.