What is it for?
Support requests are used to request help / notify the engineering team for various problems and issues in the product.
You can see open/active tickets on the Internal Support board.
What it is not?
Support request should not be used for feature requests! note that as a result of a support request a feature might be requested (and at that point the request will be closed), but the support request should not be opened as a feature request.
Type / SLA
We have 4 levels of SLAs for the support requests:
Type | Level | Notes |
ASAP | Critical | This is a "drop all and handle" the request type. Engineering will need to provide a quick and meaningful answers as soon as possible. This will also require the creator of the ticket to notify the SVP of Engineering directly (phone/text/face to face) |
1 Day | Urgent | This is still a relatively urgent ticket that requires an answer within the same working day. In case opened in the second half of the day, the answer might be delayed to the morning after. |
2 Days | Normal | This is should be the normal level for all support tickets (majority of tickets should be opened in this level) |
5 Days | Low |
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Workflow
When working in a fast-paced environment, it's important to have a clear and efficient workflow in place. This is especially true when it comes to handling support requests. In this article, we will outline the workflow for handling support requests and provide guidance on how to ensure timely and effective resolution.
Creating a Support Request
A support request is typically created by the operations team, also known as the campaign or publication operations team. In most cases, the request will be generated directly from a Zendesk ticket, which is the ticketing system used by the operations team. When a support request is created, it will be assigned a status of "Open" and will be assigned to the Senior Vice President (SVP) of Engineering.
Assigning the Support Request
Once a support request has been created, it will then be assigned to the relevant teams. This can be done by the SVP of Engineering or by the relevant owners in each team. This step is crucial in ensuring that the support request is directed to the appropriate team for resolution.
Reviewing the Support Request
Once a support request has been assigned, it should be reviewed by the assigned team. During this review, the status of the support request should be changed to "In Progress". This indicates that the team is actively working on resolving the issue.
Meeting SLAs
One of the most important aspects of handling support requests is meeting the Service Level Agreement (SLA) requirements. An SLA is a commitment to provide a certain level of service within a specific timeframe. In the case of support requests, the SLA outlines the time requirements for providing a meaningful answer to the customer.
A meaningful answer can be defined as one of the following:
Once one of the first four answers has been provided, the support request should be marked as "Resolved". If the issue is still being worked on, the status should remain as "In Progress". In the case of providing additional information, the support request should remain in progress until the issue has been identified and a meaningful answer can be provided.
Closing the Support Request
Once the issue has been resolved or a final answer has been provided, the support request should be assigned to the creator of the support request. This will typically be the operations team. The creator should then close the ticket, unless the issue has not been properly resolved. In this case, the ticket should be reassigned for further action.
By following this workflow, we can ensure that support requests are handled efficiently and effectively, meeting the needs of our customers and maintaining a high level of service. If you have any further questions or concerns about the support request workflow, please reach out to our support team for assistance.