Short-cut STAR process of a ticket towards relevant SEs, if possible
This idea was prompted by an internal discussion.
It seems like at no point in the STAR workflow, our Sales/AM/CSM colleagues are encouraged to reach out to those SE who have for example replied in a ticket, but not assigned themselves. This may be intentional (and should then be noted internally), but it might simply have been forgotten.
In those cases, it seems less efficient to route the request through:
- Eligibility checks
- STAR App
- issue
- Support Manager(s)
- Slack discussion
- ZD action by Support Engineer or Manager
Instead, how about we:
- either add a workflow step like
0. Contact relevant SEs via Slack, if it seems like the ticket simply "fell through the cracks".
- and/or add a STAR app field like
relevant SE
, so that they get auto-mentioned/-assigned on the STAR issue, to at least short-cut the Slack discussion
?
With "relevant SE" here, I mean anyone who interacted with the ticket actively (internal note, replied to duplicate/emergency, started Slack thread, etc.).
Edited by Katrin Leinweber