Tech Support Processes

We have difference processes for different types of issues that come into the Technical Support queues.

This documentation will provide some insight into how these different types of issues can be handled.

Queues:

• Customer Support Escalation: These are the tickets that need urgent attention. They have the “Customer Escalation” flag checked. They should be prioritized over other tickets as they need faster resolution.

• Awaiting JIRA Review: When the User Support team has to escalate an issue to engineering team, they need to run it by the Tech Support team first. They check the “Awaiting JIRA Review” flag on the ticket which lands them into this queue. Tech Support team then reviews these tickets and escalates to engineering team (if needed) by creating a JIRA ticket.

• Tech Support Working Queue: This is the main working queue for all Tech Support tickets. All new and open tickets should be responded and resolved within the SLA requirements.

• JIRA Escalations: When Tech Support team escalates an issue and associates a JIRA ticket to the Zendesk ticket, they get moved to this queue. This queue does not need immediate monitoring or action every day, however they should be reviewed once a week to check if any action maybe required.

Process:

Due to the difference in nature of issues, there are different processes that need to be followed.

Feature Requests / Product Feedback:

We receive different recommendations for adding new features or general feedback about the product from time to time. In the case, there is no immediate action for Support.

Next Steps:

1. Create a JIRA ticket:

   1. Project: CS Prioritization (CP)

   2. Type: Story

2. Enter the Summary and Description provided by ticket requester.

3. Link the JIRA ticket to the Zendesk ticket.

4. Make sure these fields are entered: JIRA Ticket Created, JIRA Ticket ID, JIRA Ticket Status

5. Provide following public facing note to the customer:

Hello {{customer name}},

Thank you for reaching out to Human API.

Understanding our customers' needs is critical to the continuing development of our service offerings. We have forwarded this request to our internal product team for further review.

Our product team will now scope the request and it will be prioritized according to available resources and potential impact.

As this request is now being attended by our product team, we will close out the support ticket. If you have any additional questions, please feel free to reach out.

6. Submit as Solved.

Bug Reports:

These issues will usually land in the Awaiting JIRA Review Queue. One of the common issues is end users having trouble connecting their provider due to a change or an issue on the provider portal. In this case, the engineering team will need to fix the portal recipe or resolve the issue on our end.

Next Steps:

1. Create a JIRA ticket:

   1. Project: CS Prioritization (CP)

   2. Type: Bug

2. Enter the Summary and Description provided by ticket requester. (Add as many details of the investigation as you can in the Description).

3. Link the JIRA ticket to the Zendesk ticket.

4. Make sure these fields are entered: JIRA Ticket Created, JIRA Ticket ID, JIRA Ticket Status

5. Provide following public facing note to the customer:

Hello {{customer name}},

Thank you for reaching out to Human API.

This issue has been reviewed by the technical support team and we have determined that it needs to be attended to by our engineering team. As a result, we are moving this ticket to our internal engineering queue.

We are not currently able to provide a timeline for resolution; however, we will continue to monitor progress and will contact you directly as soon as the issue is resolved

While this support request will be closed until further action is needed, please feel free to reach out again if you have any additional questions.

6. Submit as Solved.

Multiple bug reports for same provider:

Sometimes we receive multiple reports from end users for the same portal. In that case:

1. Create a new Zendesk

2. Mark the Requester as Delaney Foley

3. Assign ticket type Problem

4. Create a general subject for the overall issue and describe the problem in the ticket description, just as you would for a Jira ticket. This Zendesk ticket should mirror the Jira ticket you will create.

5. Create a JIRA ticket from the Jira integration on the Zendesk ticket and follow steps 1-4 from the Bug Report section above.

6. Link the Jira ticket you created to all subsequent Zendesk tickets that have been impacted by this problem, reassign the ticket type of these Zendesk tickets to Incident and select the Problem ticket from the dropdown menu labeled “Linked Incidents”. This will tie all the tickets together.

7. The last comment submitted on the Problem ticket prior to solving it will be sent to all the linked Incident tickets. Once the issue has been released by engineering, send a general notification from the Problem ticket to all the Incident tickets. Solving the Problem ticket will then solve all the linked Incident tickets.