Skip to content

Add all-regions high priority ticket workflow

Lee Matos requested to merge lm-sm-high-priority-tickets-epic-141 into master

Why is this change being made?

As part of the realignment of the global Zendesk views (which drives towards 100% ticket assignment, simplification of processes/workflows and consistency globally in the way Support manages our ticket queue/views), there is a need to define a workflow for High Priority, All Regions tickets.

This is the first iteration of a new global workflow and is meant as a starting point with the current Zendesk views and ticket workflow. Since the current, best method of ensuring visibility of tickets that require work is to have them appear in the views which show Unassigned tickets, this workflow starts by deviating from the general ticket workflow by not assigning a High Priority ticket on first response.

The reason for this is to ensure that a customer that is experiencing a problem that falls into our definition of High Priority receives the help they need to get back to an acceptable working state before proceeding to find the root cause of the problem.

Once a High Priority ticket is in a state where the priority can be lowered to Medium, it should then be assigned to a Support Engineer and follow the general ticket workflow.

Author Checklist

  • Provided a concise title for the MR
  • Added a description to this MR explaining the reasons for the proposed change, per say-why-not-just-what
  • Assign this change to the correct DRI
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the "Maintained by" section in on the page being edited.
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies.
    • If the changes relate to any part of the project other than updates to content and/or data files please make sure to ping @gl-static-site-editor in a comment for a review and merge. For example changes to .gitlab-ci.yml, JavaScript/CSS/Ruby code or the layout files. (this requirement has been removed pending identification of a new DRI for the handbook)
Edited by Shaun McCann

Merge request reports