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Support Process Overview

Author: Michelle McCausland
Updated by: Loughlin Moore

The support process

From a very high level, the support process is made up of 2 parts:

Answering requests from the customer
Working on support tickets

Life of a support ticket

Each support ticket is carried through a support workflow by the support engineer.

All tickets initially start in Triage.
When creating a ticket you should fill out all the required information.
Ticket will only move to “Pending Approval” or “Open” once all required information is clarified, otherwise it should stay in Triage.
You should not open a ticket in “Pending Approval” or “Open” as these are no longer initial states, Triage state is auto-selected when you pick the relevant workflows
If a ticket requires a log to help with an investigation it should be added to the ticket and should remain in Triage until log is attached.
Please select the correct response to the “Log required” question?

ScottyPro Queues & their Definition

Status	Description
Triage	Newly created requests to the support email address that require review are placed here.
Open	Newly created requests to the support email address that have been reviewed are placed here.
Pending Approval	Tickets which are billable require pre-approval for hours before starting.
In Progress	Tickets worked on by the Operations team.
Awaiting Response from Customer	Ticket that requires further information from the customer.
Customer Response Provided	Tickets that have been responded to by the customer.
On Hold	Ticket placed on Hold by Errigal.
Resolved	Tickets that have been closed.
Cancelled	Requests that have been cancelled, previously called “Closed”.
Paused By..	Requests that are on hold on the Customer's side.
Awaiting Verification	When you are certain that work is complete, the ticket will automatically close in 3 workings days

Triage

Ticket has been created by emailing support@errigal.com.
Ticket needs to be reviewed.
During Triage a ticket will be identified as Billable or Non-Billable.
During Triage required information to progress the ticket or confirm an estimate may be requested before it is moved to either pending approval or Open.
Request may require development and if so ticket will remain in Triage with the label Development required. See opsdev

Open

Ticket has been reviewed, and initially contains the requesting email.
Billable tickets in Open status have been approved.
Customer responsibility to order the queue via drag/drop to ensure tickets are ordered correctly.

Pending Approval

Billable tickets with a confirmed estimate/LOE.
These tickets require pre-approval for the estimate/LOE before moving to Open or In Progress.

In Progress

Tickets worked on by the Operations team.
Ticket is either approved Billable or a Non-Billable item.
Updates are recorded in the ticket via the various forms and via the Latest Update field.

Awaiting Response from Customer

Ticket that requires further information from the customer.
Information required may take many forms including but not limited to.
Clarification of request.
Requirements gathering.
Acceptance to proceed with deployment.
Customer internal meeting update.
Customer to follow up with further examples.

Customer Response Provided

Tickets that have been responded to by the customer.
The ticket is placed in this column while awaiting rejoining the In Progress queue.
Rarely do tickets go back to the Open column unless the update has fundamentally changed the original ticket request.

On Hold

Ticket placed on Hold by Errigal. The ticket may be placed on hold for a number of reasons but not limited to:
Resourcing conflict so unable to progress.
Errigal internal scheduling conflict so the task is unable to progress.

Awaiting Verification

When you are certain that the work is complete and you want to close the ticket. The ticket will stay in this state for 3 working days, this gives the customer a chance to disagree. The ticket will automatically close after 3 working days. Owners should update the resolution form with the relevant details.

The best practice would be to add the Resolution form as soon as you move it to Awaiting Verification, this avoids the ticket appearing on the missing content report.

The form can always be removed if the customer has a reason to keep the ticket open.

Resolved

Tickets that have been closed.
The request is either complete or a resolution established.
Work has been spent on the investigation/request and it is now complete.

Canceled

The Cancelled status is for requests that are no longer required or the ticket is a duplicate.
Has been previously called “Closed”.
Should be used when no work was done on the ticket. If a significant amount of time was spent on the ticket and the customer advises that it's not longer needed it may be more appropriate to Resolve the ticket and set the Resolution category as “Request Cancelled”.

Paused By..

Status is turned on by request.
This status can be used for requests that need to be placed on hold due to various reasons on the customer's side.
The customer will want to revisit the topic in the near future so they require the ticket kept in the queue.
There would be no action on Errigal and the customer decides when the ticket moves out of this status.