Internal Process
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      How To : DEVelopment submissions

      How to Manage Support Tickets with Firefly Technical Issues/ Bugs/ Defects/ AND Feature Enhancements

       

      For New Feature Ideas, Feature Enhancements, or Product Improvements (Not Bugs or Defects)

      We love customer feedback and their ideas for how we can improve and enhance Firefly's features and capabilities. Here is how to pass along our customer's feature or product improvement ideas:

      1. On the support ticket, add the Firefly Support Category =  Feature Request
      2. Consider - Does the idea make complete sense or should you ask for a few more details:
        1. If it would be helpful to gather any further information for our product team to understand the customer's idea, make sure to dive in a little deeper and ask the customer to explain it with a few more details.
        2. If the idea is straight forward, clear, and we don't need any further clarification, reply back to the customer letting them know appreciate their idea and we have submitted for our product and dev team to consider - using this HubSpot snippit .
      3. Complete this feature enhancement request form and close the ticket.

       

      For Possible Bugs, Technical Issues, or Defects That Require Developer Help

      When a support request requires Developer assistance for a glitch, error or functionality issue with Firefly, it will be the support team members job to manage the conversations with both our product/dev team as well as the customer.

      1. On the support ticket, add the Firefly Support Category =  Developer Help and Bug/Technical Issue
      2. In the Title of the Ticket - Add 'DEV' to the beginning of the ticket's title
      3. Create a note on the ticket, tag @Ian Canrobert, to include details of the technical issue with screen shots if possible. Let the product/dev team know what testing you have already done on the issue on the support side and what the outcomes of testing were.
      4. To the best of your ability, add an initial Bug / Defect Priority Level that you think fits (The Development team may adjust the priority levels later after they have taken a look into the issue).

      Selecting the Bug / Defect Priority Level:

      • P1 - High Severity - Resolution - ASAP - 24 HRS  
        • System-wide bug capable of triggering complete system shutdown
        • Bugs that prevent the software from operating or cause data loss
      • P2 - Medium Severity - Resolution - 24- 48 HRS  
        • Bug capable of collapsing large parts of the system
        • Bugs that severely affect functionality but don't render the entire system unusable
        • Bugs that have a moderate impact on the software or its users
      • P3 - Low Severity - Resolution - Next Sprint 
        • Bug capable of collapsing large parts of the system
        • Bugs that severely affect functionality but don't render the entire system unusable
        • Bugs that have a moderate impact on the software or its users
      • P4 - Minor Severity - Resolution - 2-3 Sprints 
        • Bug capable of collapsing large parts of the system
        • Bugs that severely affect functionality but don't render the entire system unusable
        • Bugs that have a moderate impact on the software or its users
        • Issues requiring additional info. / Fault cannot be reproduced

      5. Now that you've added the @ note to Ian, selected the categories for the ticket, and added 'DEV' to the ticket title - update the ticket status to "waiting on us" and leave the ticket assigned to you.

      6. Product/Dev will assess the possible bug and update the support person who created the note, providing an internal response back to the support person in the same note, with updates around the issue to let support know:

      • The issue has been resolved by Dev, you can update the customer - how they resolved it and what can now be relayed to the waiting customer - then close the ticket
      • The issue will be resolved later in an upcoming developer sprint - ticket remains in "waiting on us"
      • If the issue is resolved in a later sprint, Product/Dev will provide their release notes and update the team, then you can update the customer and close the ticket

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      Upcoming and in the works between the Support Team and Prodcut/Dev Team:

      - We will set up a weekly monitoring of support tickets that are waiting on resolutions from Dev. Known tickets and workarounds will be discussed during weekly team meetings.

      This is a list of tickets that have Bug Defect Priority Levels added: - Firefly Support Developer Help Tickets.

      Upcoming will include the support team doing a weekly check on these tickets to see if we can resolve and close them out.