These are tickets with concerns that imply that the software is not working as it should or there is a question on a technical request, like how to properly format an API request. Support’s key role is to rule out the possible root cause, and ensure that the issue is not a byproduct of a user-error, or a browser-related, or hardware-related issue, before forwarding the concern to dev.
Process
- If not initially stated in the ticket, be sure to get the specific site and if possible specific quote where the issue is occurring. This may not be required for all tickets, but the more details we get from the customer the better we will be able to address their concern.
- If the concern is ruled out as user error, support will provide appropriate training/documentation. External training materials can be found here.
- If the concern is ruled out as a technical issue/bug, support will resolve if possible through the troubleshooting guide here.
- If Support isn’t able to resolve the issue through the troubleshooting guide, here are the next steps to take:
- Support will document thoroughly and create linked bug ticket for Prod/Dev. Instructions on how to create a bug ticket here.
- On the Support ticket, the support team should assign and tag Bhargav Gor (Unlicensed) and ask him to look at the linked bug ticket. After he has taken a look, he will reassign and respond with notes and next steps.
- Support should respond to the customer and let them know Sighten is working to resolve the issue. If there is a workaround, Support should provide the workaround in the response.
- Support should change the SS ticket status to Needs Dev
- For E1 bugs, as in bugs blocking workflows, Support should Slack the Software Support channel so the product team can best assess how to prioritize.
Examples
- Examples of tickets that can be resolved through training.