Support Ticket Management

Overview

This article explains what happens when you submit a ticket to [e-mail] and how the Platform Ops team communicates system-wide issues. 

Intended Audience

Network Leaders, Agencies, Churches, Community Champions, End Users

What's Covered in this Article?

• Ticket Life Cycle
• Process for Communicating System-Wide Issues

Ticket Life Cycle

When tickets are submitted to [e-mail], there is a process they go through until they are solved out by a CarePortal Support Team member. Sometimes this process takes 5 minutes, other times it takes multiple months depending on the issue/enhancement.

1. New Ticket Received

Support tickets can be created through email, the mobile app, and the support widget. When submitting tickets, remember to include as many details as possible. The most helpful pieces of information to include in a ticket for our team to properly troubleshoot an issue are:

• What you were trying to do
• What you were expecting to happen
• What actually happened
• Any relevant email addresses, Request IDs, links, screenshots, etc...

2. Claim & Categorize Ticket

Once a ticket has come into our queue, a Support Team member will claim it and determine what action is required. In some cases, the user just needs more information. In others, they have feedback about new features they'd like to see. The user may also be encountering a bug, meaning the system isn't working the way it was designed to work.

3. Communicate with End User

The Support Team member will aim to communicate with you within one business day. Depending on what is needed, they may require additional details to troubleshoot thoroughly and provide the next steps.

4. Escalate to Developers

When necessary, the Support Team member will escalate tickets to the development team. If there's a bug in the system, Support will create a prioritized ticket with the developers. For large-scale issues, status.careportal.org will be updated. Feedback also undergoes a review and prioritization process.

5. Resolve Ticket

For bugs, the support ticket will stay "On-hold" until a Support Team member can follow up with the user(s) who reported the issue to verify resolution. If the bug was added to status.careportal.org, they will also update that, notifying all subscribers that the issue has been resolved. For enhancements, the support ticket will be closed. We cannot guarantee all enhancement requests will be implemented. 

Process for Communicating System-Wide Issues

As mentioned in step 4 of the Ticket Life Cycle above, if a bug is reported that impacts an entire group of users or is system-wide, a Support Team member will update status.careportal.org. The following steps outline the process for updating that page to notify users of the bug:

1. The Support Team becomes aware of the issue and thoroughly troubleshoots
   
   
2. If able to replicate, the Support Team member will then determine the extent of the issue - if it is system-wide or impacts a large number of users, the issue is escalated to the Support Manager
   
   
3. The Support Manager will confirm with the Development Team that the issue is system-wide or impacts a large group of users and then update status.careportal.org under the appropriate category
   
   
4. Users who have subscribed to system.careportal.org will be notified of the issue and any updates that the Support Team provides
   
   
5. When the issue has been resolved, the Support Team will update status.careportal.org that all systems are operational again