New built-in support ticketing system for designers and editors
Posted by
Stephen A | Filed under
New feature
SnappySnippets has now been in public beta for the past 6 weeks now and overall, feedback has been very positive. I would like to take this opportunity to thank everyone who went through the closed beta stage programme for helping us further shape the direction of the service.
One of the few features that many of you have requested is a built-in coherent support ticket module within the portal, which will enable your editors to raise issues that they need assistance with.
A few designers and developers pointed out that the current support mechanism is slightly confusing for two main reasons
1) It Is not integrated within the portal, hence users have to leave the editing environment to raise support tickets.
2) Tickets were not associated with websites.
With the new ticketing system which will be put in place on the next build scheduled for the 22nd of April, your editors are now able to raise a support issue within the portal, and an email is sent to the editor’s designer/developer alerting him/her of the new ticket status. This process creates a forum thread-like discussion between you and the editor who raised the ticket. We would also be looking to update the documentation for this new functionality.
As a designer, you may then add comments to the ticket update the status or request more feedback.
It is worth noting that this is a very simple but effective ticketing system, the idea, as with all other modules within the Editor is to keep it simple and straight forward, hence you won’t be seeing many advanced bug tracking features on it.
Here are some of the features of the new ticketing Module
1) Filter tickets by websites.
2) Filter tickets by status (Raised, Investigating, Parked, Resolved).
3) Subscribe/Un-Subscribe to email alerts for a ticket.
New SnappySnippets editor to designer Support module
Please not that this module does not currently support ticket raised by designers for the attention of SnappySnippet’s technical support group.
Happy Snippeting
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