Support Manager: How best to use
I'm in the process of setting up support manager and would like to know best practice for within software planner, especially how SmartBear itself use the product. When a support ticket is crea...
Forum Discussion
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:
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
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
