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Labels

Owned by Fanny Rugerio (Unlicensed)
Jan 18, 2022
1 min read

Whenever an issue is raised please add the respective label since it’s helpful for the metrics and to have better control of the tickets.

LEVELS

  • Level 1: Tickets that can be configured directly on the platform.

  • Level 2: Tickets that need the database to be investigated or are directly managed by the first point of contact with the engineering team.

  • Level 3: Tickets that are escalated to the higher point of the engineering team. (Usually is a big problem, big client, etc)

    REGIONS

  • Support US: Ticket is raised by users in the US.

  • Support LATAM: Ticket is raised by users in LATAM and Mexico.

  • Support Huli: Ticket is raised by Huli’s users.

    IMPORTANT LABELS TO ADD

  • Bug: When a ticket is a bug and needs to be fixed.

  • Requirement: The user asks for new functionality.

  • Development: When the engineering team saw the ticket and let you know it needs to be a development, this usually doesn’t have delivery dates.

  • Investigation: A ticket is usually a Level 2 issue, and needs time to be investigated.

  • Finance: User has questions about their invoice, requires a discount, etc.

  • Churn: User has requested to cancel their subscription, in this case, the process is to send the churn form:
    - Form for US: https://bit.ly/NimblrCancel
    - Form for LATAM and Mexico: https://share.hsforms.com/1TcnzdTVWQ6mz_HqmWkkWFA1m7s9

  • Reporting: When a user’s report doesn’t send automatically, engineering sends the report manually, please add the label when it’s necessary or a user asks for specific metrics that need to be made.