Hema Ranganathan

Hi Chris,

  Keeping feature request tickets open until they are implemented and released in production - wouldn't this affect the average response time for the tickets overall?  

Also, how do you bulk notify customers?  Is it through Zendesk or outside of Zendesk?

regards,

Hema

Hi Chris,

  Yes, we are using Zendesk Jira Integration.  We are closing Jira tickets as well once the enhancement is accepted and tracked in the Engineering project.  The reason for doing this is: some enhancements may be long term features and we don't want to keep the Zendesk ticket or the Customer jira ticket open until it is implemented.  Looking for a way to communicate the high level delivery vehicle/ETA and close them both.  We also want to notify customers when the feature is implemented and in production.

 

regards,

Hema

For Feature Request tickets we would like to follow the below workflow:

1. Create an Enhancement request ticket in Jira assigned to Development

2. Evaluate the request and decide on delivery vehicle and release period

3.  Notify customers on Zendesk ticket regarding the delivery vehicle/timeframe for release

4. Close Zendesk ticket with a note/field update indicating tentative delivery period

When the feature is implemented and delivered:

Send a note to customer through Zendesk ticket regarding the availability of the enhancement.

What is the best way to accomplish this?

 

Thanks in advance!