General Notes:

• Tickets should be opened from inside the deal.

• Associate the ticket with the contact.

• Tickets will also have pipelines for each request.

• Ticket Name should be the Request Name + the domain name. For Example, Connect External Domain Request For domain.com. 

1- Email Creation Ticket: SLA 48 Hours

Ticket Stages:

Steps To Open An Email Creation Ticket:

1. Before you Win a deal in the Email Subscription Pipeline, make sure to fill the following properties:

1. Purchased Emails Names.

2. Domain Name.

3. Added A Line Item.

4. Number of Licenses.

2. Once you won the deal, a ticket will be created automatically in the New Stage, assigned to Omar Adam. The properties mentioned above, will be copied to the ticket properties, for the Support Team to be able to create the emails directly.

3. The Support Team will move the ticket to the Email Creation In Progress Stage, while creating the emails. Once done,

4. The Support Team will move the ticket to the Waiting For Upgrade stage. Automation will notify Mahinaz to upgrade the emails. Once done,

5. Mahinaz will move the deal to Emails Upgraded Stage. Automation will notify the Support Team that the upgrade has been done to contact and deliver the emails. Once done,

6. The Support Team will assign the Email deal to the success agent, then will move the ticket to Emails Delivered Stage and assign the ticket to the deal owner.

7. You can always check the ticket updates through its stage on the deal level, the right-hand side, under tickets.

2- Email Related Tasks Ticket: SLA 48 Hours

Ticket Stages:

Let’s explain each stage separately:

1. Add Email Licence >> For existing customers that need to add new emails to their organisation. (With the same storage as the existing emails). A workflow has been created to open a ticket in the Add Email Licence Stage automatically once you Win the deal.

1. Required properties: 

1. Domain Name.

2. Number Of Licences.

3. Product.

2. Email Plan Upgrade >> For existing customers that need to upgrade email storage, for example, from 5 GB to 10 GB.

1. Required properties: 

1. Domain Name.

2. Number Of Licences.

3. Product.

3. Add Extra Storage >> For existing customers that need to add extra storage to their emails. We have +5, +10, +25, +50, +100 and +200 GB extra storage that we can add to a single email.

4. Required properties: 

1. Domain Name.

2. Number Of Licences.

3. Product. Break it down in the description. For example, Add 1 extra storage licence for 25 GB and 2 licences for 100 GB.

5. Cancel Emails >> For existing customers that need to cancel their email subscription. A workflow has been created to open a ticket in the Cancel Emails Stage automatically once you Lose a deal in the Email Subscriptions Pipeline.

1. Required properties: 

1. Domain Name.

6. Reactivate Emails >> For existing customers that already cancelled their email subscription and need to reactivate them one more time.

1. Required properties: 

1. Domain Name.

2. Number Of Licences.

3. Product.

Steps To Open An Email Related Requests Ticket:

1. While opening the ticket, make sure to create it in the correct stage. This is crucial. Each stage has its own purpose. So please, we don’t need any mistakes here.

2. Once the ticket is opened, Mahinaz will get notified immediately and will work on the request.

3. Once the request is done, Mahinaz will move the ticket to the done stage.

4. You can always check the ticket updates through its stage on the deal level, the right-hand side, under tickets.

Note: A new product has been added with the name Mixed Plan. For customers who buy for example, 2 Emails 5 GB and 3 Emails 10 GB. Please select this type of product when you have such a case. In the line items, you should choose the right products.

3- Domain Related Requests: SLA 48 Hours for connecting external domain. 2 Hours for Domain Deletion.

Ticket Stages:

Let’s explain each stage separately:

1. Connect External Domain >> For newly opened tickets to connect an external domain.

2. Connecting the domain >> For in progress domain connection tasks.

3. DNS Propagating >> That means that the support team connected the domain name and waiting for the DNS records to be propagated.

4. Domain Deletion >> For newly opened ticket for deleting a domain name. This is valid only for 4 days after purchasing the domain.

5. Done >> That means that the request has been handled.

Steps To Open A Connect External Domain Ticket:

1. Get the following info from the customer:

1. Domain Registrar Name.

2. Registrar Username.

3. Registrar Password.

2. Open the ticket in the New Stage. Ticket Name: Connect External Domain For (domain.com)

3. The ticket will be assigned to Omar Adam, he’ll assign it to the support team.

4. The support agent will work on connecting the domain name and will move the deal to the Connecting The Domain Stage. Once done,

5. support agent will move the deal to DNS Propagating Stage. Once connected,

6. support agent will move the ticket to the Domain Connected stage and will contact the customer to inform him/her.

7. You can always check the ticket updates through its stage on the deal level, the right-hand side, under tickets.

Note: We only open tickets for connecting an external domain. Claim and buy domain is available through the platform. 

Steps To Open A Domain Deletion Ticket:

1. Make sure that the deal contains the domain name.
2. Just won the deal and make sure that you use Domain Deletion as the Deal product before you Win the deal. Based on the product, this ticket will be created.

4- Bug Investigation Ticket: First Response is 1 working day. Resolution or time for issue to be resolved SLA 3 working days from the first response.

Ticket Stages:

Let’s explain each stage separately:

1. New >> For newly opened tickets.

2. Investigating >>  The Support Team will start investigating the issue.

3. Bug Confirmed & Issue Opened >> Once the bug is confirmed by the Support Team, will move the ticket to this stage and will open an Issue on Github for further investigation from the Dev Team.

4. Waiting for Dev Reply >> Once the issue is opened in Github, the Support Team will move the ticket to this stage. If the ticket moved here, the support agent should type the Github ticket number in a note in the ticket.

5. Resolved By Dev >> Once resolved by the Dev Team, the ticket will be moved to this stage.

6. Resolved By Support >> In case that the issue resolved by the Support Team without the need of getting back to the Dev Team.

Steps To Open A Bug Investigation Ticket:

1. Required field while opening the ticket:

1. Issue description in details.

2. Backoffice link.

2. Open the ticket in the New Stage and assign it to Omar Adam.

3. Once the Support Team received it, will start working on it and will move it to the Investigating Stage. If the issue resolved by the Support Team, will move the ticket directly to Resolved By Support Stage. If not,

4. Support Team will open an issue in Github and will move the ticket to Bug Confirmed And Issue Opened.

5. Once the issue is opened in Github, Support Team will move the ticket to Waiting for Dev Reply Stage.

6. Once the Support Team receive an update from the Dev Team that the issue has been resolved, will move the ticket to the Resolved Stage.

Note: In case that the issue will take longer than the set SLA, Support Team should type a note in the ticket of the cause of the delay.