Requests that arrive in Slack become tickets
Requests do not all arrive the same way
Some come by email, some in Slack, some by phone. Whichever way they arrive, they should end up in one place, and you should be able to check that the answer actually went out.
What is new
Taking requests from Slack
React to a message with the configured emoji, mention the bot, type /sufly request title, or pick it from the message menu. A ticket and a request card are created, and a reply goes back in the thread.
The channel has to be linked to a project. If it is not, the message goes to the existing inbox instead. This is off by default.
The room the customer is in
A project can name a separate customer channel. In that room only the reference number is posted, in the voice of the person handling it. Internal notifications and internal links do not go there. When the work is finished, the completion and the public answer are posted in that thread.
Where the reply went
There were cases where the screen said "reply email sent" and nothing had gone out. Now a request that came from Asana goes back to Asana, one from Slack goes back to its thread, and one with an email address goes by email. With nowhere to send it, a badge says not sent and gives the reason.
Merging tickets
Where one issue produced several tickets, they merge into one. Pick the ticket to keep, compare the two side by side, confirm, and run it. The received time and the due date take the earlier of the two, and comments and files move across. The undo is offered in three places.
More notifications
| When | Who gets it |
|---|---|
| A ticket is created with an assignee | The assignee. Assigning yourself sends nothing |
| A customer replies by email | The assignee. If there is none, an administrator, and failing that the team lead |
| The status changes | The assignee. Nothing is sent when they changed it themselves |
| A colleague leaves a comment | The assignee, but not the person who wrote it |
Replies arriving in the enquiry mailbox, and tickets with nobody assigned, were the paths where nobody was told anything. Comments with a mention still arrive as mention notifications, as before.
The route to billing
A ticket with no project can still be judged billable. A person makes that judgement. Anything billable that has not yet landed on an invoice appears in the billing queue. Invoices can also be raised per company.