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Freshdesk Support Ticket Assessment Procedures

Zendesk Freshdesk is the external support ticket system available to all VetView users.  As of February 1, 2014, VetView's assessment and closing of support tickets through Zendesk Freshdesk will follow these steps:

1.  When received, the problem will be assessed as either a "question" or a "problem."
   1.a. If the ticket is a question, the question will be answered via Zendesk Freshdesk by a VetView associate, and the ticket status will be changed to "pending" until responded to by the reporter. The process will then skip to step 
   1.b. If the ticket is a problem, the process will follow all steps listed.
2. Problems submitted through Zendesk Freshdesk will be worked through and tested by a VetView associate. If an error can not be readily reproduced, more information may be required. If more information is required, a response will be sent via Zendesk Freshdesk to the reporter, and the ticket will be placed in "pending" status.
3. If an error can be reproduced, a ticket will be created in JIRA- VetView's internal ticketing system- and sent to a developer. The original Zendesk Freshdesk ticket will then be put in "open" status, with a link to the JIRA ticket included in the comment field.
4. When the fix has been submitted by a developer in JIRA, a support team member will test the fix multiple times to verify the fix and its surrounding elements. Upon verification, the ticket will be closed in JIRA.
5. When the ticket has been closed in JIRA, the linked Zendesk Freshdesk ticket will be moved to the "pending" status with a note stating that the fix is ready to be tested by the original reporter. The ticket will remain in this state for a minimum of 3 months or until the fix has been tested by the reporter.
6. After three months pending, the Zendesk Freshdesk ticket will be commented on by VetView regarding its inactivity. 
7. From the comment of inactivity, the reporter will have two additional weeks to respond either that the fix has been tested or that more time is needed. If the reporter responds that the fix is tested and ready, VetView will close the ticket. (If additional time is needed, that will be given.)
8. If, after the additional two week comment period, there has still been no response to the ticket, the ticket will be closed due to inactivity.
9. If a ticket has been closed but requires further mention, the reporter or VetView can create a "linked ticket" from the original ticket by clicking "Create Follow-up."

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