Tech ticket creation workflow
Tech ticket creation workflow for AdOps
Ticket creation process
AdOps can create new ticket by pressing "+ Add" button in top left corner
If you have multiple tickets open, the "+ Add" button will shift to the right but will remain at the top regardless.
Filling ticket data
In the picture below you can see the steps of filling the ticket data.
Ticket statuses and templates are covered more in-depth below.
- Select yourself as the requester
- Select assignee "Tech" (group)
- Select ticket template
- Edit title according to your raised issue
- Use template correctly (more information below)
- Submit ticket as "Open"
Optionally you can add tags, category and other fields related to your ticket but most of it is automized.
Ticket statuses
As of writing this article, our Zendesk configuration includes seven possible ticket statuses: New, Open, Pending, JIRA, On-hold, Solved, and JIRA Solved.
Understanding Ticket Statuses
Open – this status should be used by AdOps when creating a new ticket for Tech Support or when replying to an unresolved Tech ticket.
Pending – this status is used only by a Tech Support when a specialist is awaiting additional information or a response from AdOps.
JIRA – this status is used only by Tech Support when a bug is logged in JIRA. AdOps can view the bug status on the right panel of the ticket.
If you do not see the JIRA logo please press "+" sign and add it to your view
Solved – this status is used by Tech Support when the provided solution resolves the issue.
JIRA Solved - this status is used by Tech Support when the registered bug is resolved.
Ticket templates
There are templates available for tech-related tickets. The video below demonstrates how to select and complete the appropriate template. Please ensure you choose the template that corresponds to the topic of your ticket.
If you cannot find a correct template for your needs please use [Technical issues] > General - [Write the title].
It is important that you use the templates correctly. Account names, Campaign IDs must be written under and without additional text formatting
Links are acceptable and preferable
If you believe a new template is needed or have suggestions for improving existing templates from an AdOps perspective, please reach out to a Technical Support specialist via Slack.
Follow-ups
Solved tickets will automatically close after a certain period. To create a follow-up for the same issue, navigate to the closed ticket and click on "Create Follow-up."
If the ticket is marked as "Solved" but not yet closed, please reply within the same ticket and change its status to "Open."
If the issue with a "Solved" ticket is unrelated to the new issue you're reporting, please create a new ticket and set its status to "Open."
Additional notes
Please avoid adding Tech Support to the CC. Instead, provide a summary of your communication, highlighting the key issues and the specific areas where they occur.
Tech ticket creation workflow for AMs/BDMs
The common practice for AM/BDM is to reach out to AdOps first. Please contact the Tech Support Specialist directly only in exceptional cases.
Templates
Templates are mandatory, they reduce back and forth communication, ensures faster issue resolution time.
How to add a template
Unfortunately, Gmail has limitations on sharing templates across team accounts, so they will need to be added manually.
- Copy the template from here (can be found in the Manual - General Issue)
- Add subject and content to gmail compose tab (same as writing regular email)
- Click three dots below and navigate to Templates -> Save draft as template -> Save as new template
You can check out this official google guide for more information
How to use a template
- Open Gmail compose, click on three dots below and navigate to Templates -> Select your template
- Fill in information instead of the text in brackets
- Do not forget to write an appropriate subject as well
Contacting Tech support
Please consult with responsible AdOps before contacting Tech support
Now that you have successfully added the template to your Gmail account, you can use it to report technical issues to the Tech support team by sending a templated email to tech@eskimi.com