Software

New Web Dev/Product Management Ticketing System Launch

spacex-uj3hvdfQujI-unsplash.jpg 

With the success of the new IT ticketing system, it is now time to apply our recent advances in ticket documentation, accountability, and service level agreements (SLA) to other departments. I just finished a meeting with our Web Dev and Product Management divisions introducing the new system; using this article’s material to facilitate discussion, answer my list of questions, and then finally, make the necessary steps for activation.

Included with the abovementioned features, we introduced them to the new online help center, which allows internal users to submit tickets with predefined titles, groups, and priority levels; this makes my job much easier as I have 66 triggers sorting tickets.

Web Dev/Product Management SLA Questions

Untitled

SLA Policies: Business Hours

Urgent: 8 Hours

High: 24 Hours

Normal: 80 Hours

Low: 160 Hours

 

These apply to first reply time, requester wait time, agent work time, next work time, periodic update, and pausable update.

  1. Do these priority names work for Web Dev? Yes, for now. Future changes might be required (meeting already planned).
  2. If not, what names work best?
  3. Do these priority names work for Product Management? Yes, for now. Future changes might be required (meeting already planned).
  4. If not, what names work best?
  5. Do these times work for Web Dev? While Web Dev tickets might take a longer time to complete than say, an IT ‘coffee-spill-on-keyboard’ ticket, Web Dev will have full control of changing the priority levels; thus, allowing more time to complete them (for now).
  6. If not, what times work best?
  7. Do these times work for Product Management? Product Management will have full control of changing the priority levels; thus, allowing more time to complete them (for now).
  8. If not, what times work best?
  9. Does the trigger I created for informing Web Dev of a new ticket work? Yes, but found an improvement.
  10. If not, what improvements can I make? Web Dev stated that the auto-inform tickets can be quite confusing, as there are several auto-informing automation/triggers; they usually have to scroll down through the email to figure out what the notification actually is.

I can fix this by augmenting the email body via placeholders. The current email body is shown below:

Hello {{ticket.assignee.first_name}},

The ticket, {{ticket.id}}, has been created in Web Dev.

{{ticket.title}}

{{ticket.description}}

Going to need to discuss with Web Dev what they wish to see in these emails.

  1. Does the trigger I created for informing Product Management of a new ticket work? Yes.
  2. If not, what improvements can I make?
  3. Do we want to use the ‘Solve Pending IT Ticket when No Response for 1 Business Day (8 Hours)’ automation for Web Dev? Yes. This automation will automatically solve a pending ticket if no response has been made by the requester after 8 hours of pending status. If someone opens a ticket, is responded to by you, and then goes radio silent, the ticket will be solved, allowing you to move onto another ticket.
  4. If so, do you want it to auto-inform the requester before this happens? At this time, no; we will discuss it further in the next meeting.
  5. If so, is 8 hours ok? Yes (for now).
  6. Do we want to use the ‘Solve Pending IT Ticket when No Response for 1 Business Day (8 Hours)’ automation for Product Management? Yes. This automation will automatically solve a pending ticket if no response has been made by the requester after 8 hours of pending status. If someone opens a ticket, is responded to by you, and then goes radio silent, the ticket will be solved, allowing you to move onto another ticket.
  7. If so, do you want it to auto-inform the requester before this happens? At this time, no; we will discuss it further in the next meeting.
  8. If so, is 8 hours ok? Yes (for now).
  9. Once we activate SLA’s for Web Dev, we will need to add in the ‘Next SLA Breach’ column in the Web Dev view (where you see your tickets); In IT’s view, this is added as the first column. Is that ok? Yes, they had no objection.
  10. Once we activate SLA’s for Product Management, we will need to add in the ‘Next SLA Breach’ column in the Web Dev view (where you see your tickets); In IT’s view, this is added as the first column. Is that ok? Yes, they had no objection.
  11. Does Web Dev wish their view to only show less than solved or closed tickets? Not currently, as they use their ticketing system as a form of a to-do list.
  12. Does Product Management wish their view to only show less than solved or closed tickets? Not currently, but might want to discuss removing them in the next meeting, as well as auto-applying the view list to sort based on the next SLA breach.

 Launch of New SLA’s, Help Portal for Web Dev and Product Management

After I collected the information I needed in the meeting, it was finally time to go-live with the changes; below, is a short collection of some of the steps included in this process.

  • Handed out ‘Zendesk Guide How-To’ and ‘Zendesk Guide: Overview’ documents to both departments.
  • Edited SLA: ‘IT, Product Management, Web Dev’, adding both departments.
  • Updated Automation: ‘Solve Pending IT Ticket when No Response for 1 Business Day (8 Hours)’ to include Web Dev and Product Management.
  • Updated Trigger: ‘Auto-Inform STOPS WORK IT Ticket’ to include Web Dev and Product Management.
  • Updated Trigger: ‘Auto-Inform SLOWS WORK Tech Ticket’ to include Web Dev and Product Management.
  • Updated Trigger: ‘Auto-Inform Improvement/Suggestion Tech Ticket’ to include Web Dev and Product Management.
  • Updated Trigger: ‘Auto-Inform EVERYTHING ELSE Tech Ticket’ to include Web Dev and Product Management.
  • Added ‘Next SLA Breach’ to both Product Management and Web Dev views.
  • Updated Trigger: ‘Web Dev KERI’ to not apply Web Dev form.
  • Tested and verified both Web Dev and Product Management by creating a ticket for each priority level and department.
  • Tested and verified both Web Dev and Product Management triggers (auto-inform, auto-close, etc.) by talking with both departments after I created test tickets.
  • Chronicled all changes in my Zendesk Changelog document.

In the coming weeks, both Web Dev and Product Management personnel will join us for our weekly Tech Thursday meetings; due to schedule differences, these events will meet on Wednesdays instead. During each meeting, I will continue to follow the same process for creating a list of all urgent/high priority tickets, any that are near-breached, as well as any important tickets worth mentioning. Additionally, I will continue to provide IT ticket data and analytics for both the current and past week, as well as SLA%. Including IT’s metrics, I will hand out Web Dev and Product Management’s data and reports starting next week.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s