How do I troubleshoot a support ticket?

Step 1: Assess urgency

First, determine the priority of the ticket.

How do I prioritize a ticket, E1 tickets?

What do I do in case of an urgent support issue?

It can be challenging to know the full impact without knowing the root cause, however we will continuously try to gauge based on the information that we have.

• How many reports have we had to the support team?
• How many deals are impacted in the known sentry error?
• Is it impacting only this deal?
• Is it impacting only this user?
• Is it impacting only this organization?
• Is it impacting only users with a specific role?

Using these questions, could the issue POTENTIALLY impact > 50% deals?

Step 2: Help the user move forward with the deal

Are there help articles pertaining to this functionality?

• Search in the external knowledgebase for keywords in the ticket
• Search in the support database for keywords in the ticket

Have there been other tickets with similar questions or issues?

• Search in Jira for keywords in the ticket

Does the issue have a workaround?

• Manual workaround for the specific action 
  • Example: 
    • Refresh page
    • Issue with system design, create new system or create system without setbacks
    • Archive the deal and re-create
• Data workaround
  • If you need the development team to execute a datafix, follow the guidelines here

Step 3:  Are there clear, repeatable steps to reproduce when creating a brand new deal?

• If Yes, create a bug ticket
  • Add steps to reproduce
  • Project: Engine bugs and data
  • Sprint and assignee are blank

Step 4: Determine next steps

• Update priority of ticket
• If the ticket is E1 or P1
  • Re-assign Support ticket to Head of Support
• If the ticket is P2 - P4
  
  • If there are not exact steps to reproduce, assign support ticket to Technical Support team