Solving the Support structure

July 20, 2018


With the launch of our new support structure imminent we wanted to give you an overview of how we intend to identify our customers’ needs and get the right information to the right people in a timely manner.

The new structure will involve a more in-depth triage process, allowing easier separation into Service Requests (e.g. I want a new product) and Incidents (e.g. something isn’t working for me). This in turn will facilitate faster assignment to the “Fix it” team as well as introducing a set timeframe after which a ticket must be escalated to our Level 3 support team for resolution. The new structure will also include dedicated queues for Provisioning, Password Resets and Callflows.

The triage process will be predominantly fact collection, for example; what’s not working, who is affected, what is the error message (getting screenshots), can we recreate the error etc. This information will be collated in our ticketing system, assigned an appropriate priority and moved to the correct queue to be resolved by an agent.

A few examples of what we will be asking in our new triage process are:

  • What priority do you give the request? Low, Medium, High or Urgent (This lets us prioritise the tickets that are causing the most impact to our customers)
  • How many users are affected? (If it is impacting more than one user, it will be assigned a higher priority)
  • Is there a workaround in place? (This lets us know that you can keep working while we find a solution)
  • Is it stopping you from doing your work? (We can't have that!)
  • Does it work on another computer? (Helps us determine whether its system fault or hardware fault)

All the above questions will allow us to better understand the impact the support request is having on your working day and gauge the level of priority that needs to be assigned to the ticket to get you back up and running. In an ideal world we would be able to solve all tickets instantaneously, however we do need to prioritise some over others. Based on the above information we will allocate an appropriate priority and assign to the applicable team to own the ticket through to resolution.

Our Triage team will be able to assist with password resets over the phone where security questions are available. If there are no security questions these will be lodged as high priority and submitted through to the password reset queue where a call will be made to the authorised contact to approve the password reset and a call back made to get you logged in.  To speed up the process you can log into and update your security questions.

We will also be asking more product related questions, this will let us more clearly identify which of our services our customers are calling about, allowing us to then focus on improving those services that we receive the most calls for.

Our Level 2 Support (who we’ve fondly started calling the “Fix It” team) will be responsible for reading through the information collected during the triage process and where applicable recreating the issue on a test user.

This will mean we take less of our customers time tied up on the phone while we investigate. Once a solution has been found we will call the affected customer back and resolve for them.

Should a resolution not be found within the specified timeframe, the ticket will be escalated to our Level 3 Escalation team along with all their notes in order to get a resolution. Our Level 3 Escalation team consists of our most senior engineers, so they should be able to identify and resolve even the trickiest of queries.

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