Ticket Triaging

Owned by Patrick Sayegh
Last updated: Jan 18, 2024
5 min read

The above can vary of course, but these are main pain points that we should address quickly to ensure the best possible experience for eat merchant. Doing this can help with retention, customer satisfaction and just generally a positive experience for all parties involved

Triage Schedule

  • First Shift (Monday - Friday)

    • Philip: 6 am PST - 10 am PST

  • Second Shift (Monday - Friday)

    • Ilya: 10 am PST - 2 pm PST

  • Third Shift (Monday - Friday / On-Call On Weekends)

    • Patrick 5 pm PST - 10pm PST

Triage Response Times

  • Agent will select the proper priority for the ticket for tracking and metrics purposes:

    • Normal

      • Non-Enterprise: 24 hour reply (this is first touch response only, not resolution)

      • Enterprise: 8 hour reply

    • High

      • Non-Enterprise: 12 hour reply

      • Enterprise: 4 hour reply

    • Urgent

      • Non-Enterprise: 8 hour reply

      • Enterprise: ASAP

Triage Flow

The goal with ticket triaging is not for the agent to own all tickets that come into the queue during the time slot. This is unrealistic and not sustainable, especially when there are other day to day tasks to handle. You are not alone when an urgent ticket comes in, as you should rally the team to get all hands on deck sooner than later.

  • New ticket comes In

  • Agent puts an eyes emoji on the new ticket within #support-request

    • This acts as an accountability measure and lets others know that the ticket is being looked into and good for tracking

    • Depending on the severity of the ticket, the agent will also add a priority emoji

      • P1 - Urgent

      • P2 - High

      • P3 - Normal

        • P3 emojis can be set up to trigger the ticket in #support, which will ping the channel to get other eyes on it to help move it forward (doesn’t have to be this way, just throwing an idea out there)

  • The agent triages the ticket to understand the following

    • Urgent Issue

    • Emerging Incident

    • Upset Customer / Complaint

  • If the ticket is urgent, the agent would go through this checklist:

    • Does the ticket have all of the information?

      • Org Key

      • Examples

      • Specific details

    • What is happening VS What is expected?

      • Break down the issue

      • Has this happened before?

      • What is their setup like

    • Is this a Pipe17 issue or a third party issue?

      • Is Pipe17 doing the right thing?

      • What does the events tell us?

      • Is this happening with other Orgs?

  • If the ticket is not clear, we should make sure we are not assuming we know what is happening or wait any longer to try and understand something. The agent should ask the above questions to gain further insight, while we can continue to investigate

  • From there, we would leave an internal note with our findings and triage the ticket further with our engineering team. If someone has to move away from the ticket for breaks, finished their day etc. they will need to ensure the ticket has enough to keep moving while they are away or it is in someones hands to continue to move the needle

  • This hand off should happen in the team channel or in #support for clear, visible communication

  • We should not make it a habit where urgent tickets continue to fall on one person to own

  • If the ticket is not urgent, the agent should work from the queue as normal, with owning what they can handle and getting their PQ managed

  • For metrics, we should look at tagging each ticket that is triaged

    • tag = “triaged”

 

Triage Emojis For #support-request

  • Looking

  • Normal (P3)

    • :support_normal:

    • SCR-20240117-sjav-2.png

       

  • High (P2)

    • :support_high:

    • SCR-20240117-sjuy-removebg-preview.png

  • Urgent (P1)

    • :support_urgent:

    •  

  • Triaged

    • :support_triaged:

       

  • Ticket Owned Solved

    • white_check_mark:

 

  • Jira Created

    • :jira_created:

Holiday & OOO Coverage

  • US Stat Holidays

    • @Patrick Sayegh can cover from 8am - 4pm PST and be on-call in the evenings

    • @Patrick Sayegh can also work with @Ilya Nikiporov to rotate, work together and support each other if one of use wants to take the day off as well

  • Canadian Stat Holidays

    • @Phillip Estrada (Unlicensed) can cover for the whole day

      • @Patrick Sayegh Can be on-call

  • Vacations

    • Agent should notify the team before confirming their time off. Please allow for a few days to ensure proper coverage

    • Booking it off in Google Calendar

    • Being fair and mindful of who’s taking time off and when

  • Sick Days

    • If @Phillip Estrada (Unlicensed) is sick, @Ilya Nikiporov can cover with @Patrick Sayegh being on-call if need be

    • If @Ilya Nikiporov is sick, @Phillip Estrada (Unlicensed) can cover with @Patrick Sayegh being on-call if need be

    • If both @Ilya Nikiporov and @Phillip Estrada (Unlicensed) are sick @Patrick Sayegh can be on-call, but we might need the support-lead/ @John Shao to step in

  • Evenings / Weekends

    • @Patrick Sayegh Can cover

Based on the last 12 months, we have been managing without having any expectations set. With the above being in place(TBD) I do not foresee any issues with our current team and setup. Key take away here is to just stay communicative with the team, give a few days notice and just being mindful. Triaging isn’t about deep dives that takes hours, but to quickly assess (pinging devs early if need be) to get more eyes on it sooner than later.

If you need to step out during your triage shift, you can look at adding Slack and Zendesk to your phone. This way you can quickly monitor and reach out to the team sooner while being away.

 

Urgent Ticket Qualifiers

  • This could vary, but from what we have seen so far:

    • Double shipments

    • Orders not being pulled into Pipe17

    • Errors impact 10+ orders back to back

    • Anything that costs the merchant and Pipe17 potentially a lot of money

    • Orders failing to route to merchants 3PL/fulfillment