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Ticket Handling and Process for Platform Integration - Integrations

Updated

Index

 

FAQ

Team Departments 

Difference between Platform Integrations - Integrations Team vs. Platform Integrations - API/SSO Team

 

Integrations Supported  

  • M1, CoreLogic(Matrix), CRMLS, FLEX, ICE(Paragon), SentriLock, SUPRA, Contant Contact, MailChimp, Go-To-Webinar, QBO, T2T, BillHighWay, Zoom, WMS

 

 

Ticket Process 

 

  • If you have either a Platform Integration - API/SSO, or Platform Integrations - Integrations tickets should be moved to the Category of Platform Integrations.
  • The Status can be any status besides closed to be seen by a PI Support Staff. 
  • The Priority should be set the appropriate priority. 
  • Premium Support tickets moved over, can up the priority to one higher than the matrix notates. 
  • No Template is required at this time. Just any information you may have in a private note. 

 

 

  • Please tag the ticket with either PI-API/SSO or PI Integrations.

 

 

  • For the Assignee field, if you would like to be the point of contact (person responding to the customer), then keep yourself as the Assignee. Otherwise, remove yourself as the Assignee, and a PI Support Staff will put themselves as the Assignee. 
    • Some use cases for keeping yourself as the Assignee, is if a ticket has some follow-ups outside the PI scope, or if a Premium Support Staff would like to be the contact person, or if the customer is still in Onboarding. 
  • If the PI Support staff is NOT the assignee, then we will place a private note for the ticket replies. 

 

 

  • A PI Support Staff will place themselves as the PI Integration Working On to claim the ticket. 
  • If a ticket needs to be escalated and have any L2 type of work, the PI Support Staff will do the escalating to the PI L2 Staff Support. 
  • The PI Support Staff will then place their name on the Working On. 

 

 

PI Support Staff Ticket Process

  • Communication with Vendors. 
    • If a PI Support Staff needs to communicate with Vendors, then the communication needs to be contained within a HF ticket unless security reasons prevent. 
    • If the customer should be looped into the communication, then the Vendor can just be added to the ticket reply
    • If the customer should NOT be looped into the communication, then a new email should be created in outlook with the Platformintegrations@growthzone.com email CC'd, for ticket creation. Then that ticket should be related to the main customer ticket. 
  • Status's
    • Ticket Status's should follow similar to general support. 
      • In Waiting: waiting for customer or vendor reply
      • In Dev: Linked to non-closed Jira
      • In Progress: Working through the next steps
      • RE Integrations: These are only handled only by Janine at this point. More information below. 
      • Closed: Done... 
        • NOTE! Send the Survey Email as often as you can. 

 

RE Integration Status

The RE Integration Status is used when doing GrowthZone Projects such as: 

  • Vendor Swaps
  • Initial Vendor Integration Setup (Onboarding) 
  • Backfills 
  • Association Merges

 

More KB articles will be linked to this with step by steps. 

 

PI Documentation 

  • PI training guides, troubleshooting trips, API information and such will be located within a shared OneDrive file that includes a shared OneNote. 
  • New things learned to be updated in this area at all times. 
  • When needed, KB articles should also be created and updated. 

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