Below is the process for the Onboarding team to use when submitting tickets to HappyFox. See farther below on how we will handle tickets directly from customers still in the Onboarding phase.
The Onboarding team has two options when using the ticketing system:
- Submitting a ticket for technical assistance and for the L1 support team to own and handle.
- Submitting a ticket directly to the L2 support team that is owned and handled by the PM.
Option 1 - Submitting a ticket for L1 to own and handle
- Send an email to gzsupport@growthzone.com.
- NOTE: If you use an ! point marking the email as Important, this will come into HappyFox as a Critical ticket and triggering the SLA workflow.
- Include the Organization Name, Tenant ID and Contact. Note that you want L1 assistance.
- A ticket will be autogenerated for you and will go into the L1 ticket queue to handle.
- The L1 team will update the Contact on the ticket.
- The customer and PM will receive email updates from the ticket.
- Should the customer have a HappyFox login created, they will be able to access the ticket.
- The ticket will be closed by L1.
Option 2 - Submitting a ticket for L2 directly for the PM to own and handle
If Onboarding is going to escalate directly to L2, they will be the ticket owner and they will escalate directly to L2 using the Escalation Template.
Creation of Tickets in HappyFox for Onboarding to Own and Handle
The PM creates a ticket directly in HappyFox by using the Contact and associated Contact Group for the customer. If the Contact is not in HappyFox, they should be added. Instructions on how to add a Contact is found in a separate article.
Begin by selecting New Ticket at the top as shown below and fill out the required fields. If a
- Once the ticket is created, the Raised by will be the PM and the PM should assign the ticket to themselves in the Assignee field.
- The customer and PM will receive email updates from the ticket.
- Should the customer have a HappyFox login created, they will be able to access the ticket.
- At the very bottom of the ticket, the PM can mark this as a Private ticket if we don't want to expose the ticket to customer.
- NOTE: if this is a Critical or High ticket, keep the Contact as the PM until the ticket is resolved. We can not reply to a Private ticket to keep our SLA response times intact. The Contact and Contact Group should be updated to the customer so we have it logged for accurate reporting.
- The Escalation Template is used when escalating an issue or data request to L2.
- Once the ticket is created, click the blue Add Private Note box.
- The Private Note will open and select Canned Actions, then the Escalation Template and Apply.
Once you click Apply, the Template will appear in the Private Note. You can add Subscribers to get the alert, but it is not required. The Escalation Template should be filled out completely. Include screen shots directly in the private note (screencast links are fine, but screen shots are preferred). Click Add Private Note when complete and this will automatically put the ticket into Escalation for L2.
In addition, the Matrix score on the ticket should be filled out. This helps L2 prioritize their queue. The Matrix fields are located in the Ticket Information section.
Private Notes will be used for any internal discussion, troubleshooting, updates, etc. and the PM will receive updates as the Owner of the ticket. L2 will reach out to the PM as needed.
Turnaround timelines for escalating directly to L2 could be 7-10 days. The queue is managed by Priority and the the Matrix score. As Critical or High issues are put into the queue, those take precedence. If you have a more immediate need, contact Dale Newland or Jill Haugene for assistance.
When the resource when L2 is working on the ticket, the field called Working On will be populated with their name as shown above.
Additional Status information and notes:
- If the ticket is escalated from L2 to Dev, the Status of the ticket will change to In Dev.
- When this occurs, the Jira Status, Jira URL and Jira # fields will be populated.
- When the ticket is ready for the PM to take action, the status will be In Review.
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How Tickets Are Handled if Received Directly by Support from a Customer in Onboarding
There are times when a customer working with a PM in onboarding will reach out to Support directly by email or phone.
Phone and Chat Contact
The L1 team will create a ticket and assist the customer. If there are open items related to implementation that L1 is unable to answer, the L1 team member will close out the ticket from what they answered and send a separate email from Outlook to the PM alerting them of the follow-up needed.
- The customer will receive email updates from the ticket.
- Should the customer have a HappyFox login created, they will be able to access the ticket.
Email Contact
When this occurs, the ticket will be assigned to the PM by L1. In addition, the L1 team member will send the PM a direct message through Microsoft Teams alerting them of the ticket.
Should the PM need L1 assistance with the ticket, the following actions should take place:
- A Private Note should be added with comments by the PM that they need assistance.
- The PM should unassign themselves from the ticket; putting this back into the L1 ticket queue.
- Because the PM was an assignee at one time, they will become a Subscriber to the ticket.
- The customer and PM will receive email updates from the ticket.
- Should the customer have a HappyFox login created, they will be able to access the ticket.