From Freshdesk

  1. IT Support process the ticket and ensure solutions section is checked before passing to Development
  2. Assign ticket to Ian Brown using the Agent dropdown and and set group to Development
  3. Either resolve...Or if Engineering support is required assess the priority
  4. Then either create an issue in GitHub 'Planning' and set to 'Ready' if high priority e.g. a Bug
  5. Or add to GitHub 'Logged' section of the 'Backlog'
  6. The engineering lead will monitor the 'Backlog' tab daily and move any issues through the process accordingly or if required raise a Prioritisation meeting
  7. Once resolved and if not already available create a new solution within Freshdesk to assist with future tickets

Notes:

  • Any GitHub issues raised should refer back to the Freshdesk ticket using the format FD-'ticket number'
  • Freshdesk tickets should add the GitHub issue number in the Properties/Tags section using the format GH-'Issue number'

From Direct Email

  1. Open Freshdesk and transfer details into a 'New ticket'
  2. Then follow Freshdesk process above

From Direct Phone Call

  1. Open Freshdesk and transfer details into a 'New ticket'
  2. Then follow Freshdesk process above

These proposed processes are for V3 related support only - all V2 related support should be dealt with by IT and BG until V2 is sunsetted.