How are support ideas, issues and queries managed in Help?

Modified on Sun, 03 Dec 2017 at 06:45 PM

Wovex has an ambitious development agenda for the Wovex platform. We work in Agile ways with regular reviews of the priority of each design, idea and issue to ensure we add what matters most to customers as efficiently as possible. 

Each contact is processed and assigned a priority. This can also be assigned by the user when submitting a help system request (ticket). 

1 - Immediate, system is inaccessible
2 - Urgent, work cannot continue
3 - High, non-essential features impaired
4 - Medium, errors with minimum impact on operation
5 - Low, information or functional requests

Factors considered for prioritization: Impact on service, numbers of customers requesting the same feature, practical bundling of issues concerning a certain feature (so we can tackle similar issues together).

Each design/ideas/issue may well change in Priority as the ticket is investigated and placed in the development plan. 

Users can help by adding as many details to a ticket as possible e.g. relevant title, link to pages/videos/screengrabs of the steps taken to enable recreation of an issue.

Also, please do keep in touch with us if a feature is becoming more important for you. 

The more information we have the better we can respond. Our high-level process is: 

We assign each ticket a status:

            Open - Being Processed
            Pending - Awaiting your Reply
            Planned to be resolved in next release - This issue is part of our current priority and we are working through these now

            Planned to be resolved in a future release - This issue is in our system with our developers and is constantly reviewed

            Resolved - This ticket has been Resolved

            Closed - This ticket has been Closed

This status does change, so do let us know if you think that a ticket should be moved into an earlier release or the status is wrong.

The more context you give us the better placed we will be to prioritise your request.

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