Acknowledge a New Ticket

KB Article 1: Scenario : New Ticket

1. Acknowledge the ticket

Example: We are checking on this with high priorities

Note: we can send some basic queries regarding the issue if needed.

2. Change the properties

• Type - Type of the ticket. Example: Bug, User specific issue

• Status- current status of the ticket. Example: pending, open, Pending with CS etc

• Priority - Priority of the ticket. Urgent, High, medium or low priority

  • Urgent: A critical functionality breaking on production. ex: bot is not responding for 20 seconds, agent transfer is not happening

  • High: Part of the bot is not working on production.

  • Medium: Something critical is happening in the staging. Example: Image upload failed

  • Low: problem that is considered less urgent or less critical

• Group : To which group the ticket has been assigned. L1 support, L2, L3

• Agent : Name of the agent working on the ticket.

• Customer name : Customer who raised the ticket.

  • Note: Customer name can be identified by domain name, from the subject of the ticket , from the body of the message or sometimes from the screenshot attached with the ticket.

• Business via name : Channel name.

  • List of IVAs

• Issue category : Category of the ticket.Example: Smart Agent Chat, Intelligent analysis

• Sub feature : Sub category/feature. Example: My Chats, Reports

• Pending With / Resolved By? : With whom the pending or if it is resolved , who has resolved the issue. Example: Pending with L3-Platform

• Project Key : For every project there is an associated key.Example : AGCT

    L2 : IMPL/JIO IMPL

    Select the proper key from the drop down list

• Environment : Production/staging

• CAS : The location where the project is deployed.

  • Note: For the ticket https://haptikcare.freshdesk.com/a/tickets/11914, the agent opened the haptik web-ui, he searched the name of the bot with the business name and found the CAS. Example: US-CAS

• Documentation : Available/Not Available.