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Support Desk

TODO: define better supporting ownership. This shouldn't be the scrum master. Probably, we could do an owner per week.

Owner: Scrum Master

See alse

Responsibilities

  1. track incoming support requests

  2. bring them to the Daily Scrum Meeting

  3. communicate with the Creator until assigned to someone

Process: Track Incoming Support Requests

Latest every morning, before the Daily Scrum

  1. in planio, go to Squad 0

  2. go to issues

  3. go to Support Tickets (unassigned)
    new-support-ticket.png

  4. for each new support ticket

    1. check if channel is correct
    2. check if subject is clear. Adjust if necessary. (This will appear on the invoicing time report. So if the client created it, you usually do not want to change it).
    3. check content. Improve description if helpful.
    4. check if company/contact is correct
    5. check if contact person is correct
    6. depending on urgency, set a due date
    7. bring to the attention of the account manager in the Daily Scrum meeting, where a new assignee might be decided.
      new-support-ticket-detail.png

  5. if the client is likely to be affected by this (e.g. because of stale data), then

    1. add an external note to inform the client about the failure
    2. use the planio template L1.1 - Initial Notification EN for this