Process for L1 CM/MZ & GZ Support to Manage Web Support Tickets
Web Support is set-up as a Category in HappyFox instead of a Status. Web Support has a separate email address and needs to be managed by category to use that address.
New Ticket in CM/MZ or GZ L1 queue needs to go straight to Web Support
- Simply change the Category to Web Support
- Remove the Assignee if there is one and leave Status as New
An Existing Ticket in CM/MZ or GZ L1 queue needs to be escalated to Web Support
- Private Note > Canned Actions > Web Escalation Template
- Fill in the template that is generated as complete as possible
- The Status of the ticket will now remain “In Progress”
- Fill in the Matrix Score, leave yourself as Assignee, and change the Category to Web Support