Support Ticket Resolution

See also

support-desk-management

Important

Please use planio external notes and the planio helpdesk templates to communicate with the client.

Process Details

• Owner: the delivery-team-member to whom a support ticket is assigned
• Participants: scrum-master
• Frequency: ad-hoc
• Trigger: the scrum-master assigns a ticket to a delivery-team-member
• Input: the planio issue of type Support Ticket
• Output: either the ticket is set to Done or assigned to another delivery-team-member

Pre-Conditions

• the scrum-master has created and assigned a Support Ticket as part of his support-desk-management duties.

Process

1. if the ticket is in channel sonical, then get a sonical ticket

   1. write an email to sonical support desk
      1. from: your sonical email address (e.g. christoph.glur@sonical.co)
      2. to: support@sonical.co
      3. subject: "Support ticket for \(client\)"
      4. description: describe the ticket. Ideally, add supporting information like who is the requester, request email, etc.
   2. within a few seconds, you should receive an email containing the sonical ticket (SON-0000-00000)
   3. add the ticket to planio. For channel sonical, there is a specific field on all the tickets.
   4. update the ticket regularly and add information. This will be tracked by Sonical and forwarded to the client.
      1. you will receive regular reminders in your sonical mailbox
      2. else, you can find the tickets here: https://sonicalgroup.crm4.dynamics.com/

2. if the issue can be resolved in less than 15 min inform the client as soon as finished:

   1. create an external note in planio
   2. use the L2.1 - Quick Resolution template in planio

3. else:

   1. inform the client:
      1. create an external note in planio using the L2.2 - Complex Case template in planio
      2. mention the possible cause
      3. mention the ETA (Expected Time of Arrival of the data from a client perspective)
   2. if you can fix the issue and load the data within the indicated ETA and in less then 2h spent time
      1. send a planio note to the client using L2.4 - Resolution
      2. set the ticket to done
      3. if the issue might happen again, and your learning might benefit you or other team members, then update the client's support page
      4. stop the time tracker
   3. else, if you realise that you cannot reach the ETA
      1. if it is helpful, discuss with the tech lead how to proceed
      2. inform the client of the next steps using the L2.3 - Hand over to L3 template in planio
      3. mention the course of action
      4. mention the new ETA

Email Templates

See helpdesk

They are defined in settings: