Support
Support
Raise and work support tickets, see repeat reports grouped into issues, and send recurring problems to delivery.
Support is where problems and requests come back once work is live. A ticket can be raised for yourself or logged on behalf of someone else. Support staff then work through the queue: they set the priority and status, reply to the person who raised it, and keep private notes for each other. Every ticket has response and resolution targets, so you can see at a glance which ones are close to, or past, their deadline.
When several people report the same underlying problem, their tickets are grouped into a single issue. That way a recurring defect rises to the top instead of arriving as ten separate tickets. An issue can then be sent to delivery’s Intake Queue as one piece of work, so it gets fixed properly.
Where Support fits
Work in Paradym Next follows one path:
- An idea is submitted and reviewed in the Inbox.
- It is planned and prioritised in the Portfolio.
- Planning hands it over to the Intake Queue.
- Delivery builds it in Projects and work streams.
- Once it is live, problems and requests come back through Support. Recurring problems are grouped into issues and sent back to the Intake Queue, where the loop starts again.
The Support section of the sidebar holds Support (the ticket queue) and Issues.
Everyone who can open these pages can view tickets and issues. Raising tickets, replying, changing priority and status, and acting on issues are only available if your role lets you make changes.
Pages in this section
| Page | What it covers |
|---|---|
| Support queue | Raising a ticket, finding tickets, replying, adding internal notes and tracking response and resolution targets. |
| Issues | How tickets are grouped into issues, and sending, parking or rejecting an issue. |
The way Support behaves, including ticket types, priorities, response and resolution targets, queues, statuses and automatic grouping, is set up by your administrator in Governance → Support. See Ticket types.
Typical workflow
- Raise a ticket from Support, describing what happened. Choose its type and priority.
- Find the ticket in the Open tab and set its priority and status.
- Reply to the requester, or add an Internal note for your colleagues.
- Check the Issues page to see whether the ticket has been grouped with similar reports.
- Send a recurring issue to delivery so it is scoped into a work stream and fixed.
- Resolve the ticket once the requester’s problem is dealt with.