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define Support Engineering high priority triage workflow

Lee Matos requested to merge lm-add-priority-triage-to-support-process into master

Currently Support Engineering uses a FIFO model to do support. This means we are always butting against time (which we cannot change) and doing tickets in the "wrong" order. Example:

  • top ticket in queue: "I have questions about Elastic Search"
  • 5th ticket in the queue: "My servers are quickly failing and we need help now"

If the team is not operating at perfect efficiency (ticket comes in, ticket is immediately picked up and resolved) then we will be fighting time. I'd rather we be strategic and help customers in dire situations first.

This change is a first step into incorporating "queuing priority" into our workflow. This is separate from development priority and severity, and used to help us make sure we are focusing on the important customer issues first.

Expectations: We will breach low priority tickets in the short term, but our quality of support for high priority tickets will increase.

Edited by Cynthia "Arty" Ng

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