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Customer Support Process Tickets

Support Infrastructure​

JIRA-SUPPORT-001: Reconnect Customer Support Process with Development​

Description: The customer support process is disconnected from development and it takes time for us to get back to the customer. Normally, we should be able to get very quickly. Right now everything goes into developer hands and that requires time - a lot of time for us to investigate.

Tasks:

  • Reconnect support process with development workflow
  • Create escalation matrix (L1 Support → L2 QA → L3 Dev)
  • Document issue categorization (critical, high, medium, low)
  • Create support team roster and on-call schedule
  • Define handoff procedures between teams
  • Create support runbooks for common issues

JIRA-SUPPORT-002: Establish Response Time SLAs​

Description: What is the response time when customers have issues? We need clear SLAs for different severity levels.

Tasks:

  • Define severity levels (P0-P4)
  • Set response time targets per severity
  • Create resolution time targets
  • Build SLA tracking system
  • Implement SLA breach alerting
  • Create customer communication templates per SLA level

JIRA-SUPPORT-003: Build Investigation Tools for QA/Support​

Description: What are the investigation tools for QA to be able for support to see what's happening? Support needs visibility without requiring developers.

Tasks:

  • Create support dashboard showing user journey
  • Build user lookup tool with full context
  • Implement error log viewer for support team
  • Add integration status checker
  • Create test result viewer for support
  • Build data export tools for investigation
  • Add impersonation capability for debugging

JIRA-SUPPORT-004: Create Support Visibility Dashboard​

Description: Support needs dashboards to see user journeys, errors, and integration status without developer help.

Tasks:

  • Design support dashboard UI
  • Show real-time user sessions
  • Display user's recent errors and warnings
  • Show integration connection status
  • Display test history and results
  • Add user device and app version info
  • Create timeline view of user actions

JIRA-SUPPORT-005: Build Self-Service Troubleshooting Tools​

Description: Enable support to resolve common issues without developer intervention.

Tasks:

  • Create password reset tool for support
  • Build account unlock mechanism
  • Add data resync triggers for integrations
  • Create test result reprocessing tool
  • Build notification resend capability
  • Add account verification override
  • Create debug mode enablement for users

JIRA-SUPPORT-006: Implement Support Metrics and Reporting​

Description: Track support performance and identify recurring issues for proactive fixes.

Tasks:

  • Track ticket volume by category
  • Measure resolution times
  • Identify most common issues
  • Create weekly support reports
  • Build issue trend analysis
  • Track developer escalation rate
  • Monitor customer satisfaction scores