Support Manager: How best to use

Hi Darren,



Yes, all Support Tickets flow into our Defects section of ALMComplete.  And yes, we did create a folder underneath Defects called Support Tickets and we have all those tickets flow into that folder.  Here are some other best practices we use:



1. We have some specialized filters we created to analyze our support tickets.

2. We use the Escalation Rules feature to trigger an email to us when support tickets need attention.  For example, we have these escalation rules:

• Support Ticket - Active and Unassigned No Response for 90 Minutes - This is to guard against a ticket coming in and not getting assigned or responded to within 90 minutes.


• Support Ticket - Active and Assigned Untouched for 2 Days - This is to guard against a ticket coming in, getting assigned, but falling through the cracks by not having any activity for 2 days.

3. We have created a number of custom dashboards that show us how our tickets are trending and how fast we respond to the incoming tickets.  See those dashboards here: http://screencast.com/t/VqwHGS9Ma 

Thanks Steve,

That is very helpful.

Are those custom dashboards available to SaaS customers?

Regards, Darren

Those dashboards are Enterprise only right now, but we could create some custom dashboards (similar to those) via Professional Services, if you are interested in that.