Apty Support Management Process

How to Open a Support Ticket?

There are multiple ways to open a ticket to help address the issue or questions with Apty:

Via Email

Customer can send an email to support@apty.io with the high-level description of the issue/grievance/question as the subject line, detailed description as the body of the mail and attach supplemental documentation to the mail (images, videos, pdf, etc.).

This will trigger the following workflow:

  • It creates the ticket on the support portal and attaches it to the senders account if it exists.
  • If the user doesn’t exist, it creates an account for the user and sends out a mail to reset the password.
  • The user will receive n  mail confirmation for the ticket.

Via Support Portal

Customer can go to https://support.apty.io and follow the steps below to create a ticket:

1.   At the top navigation menu click Submit a Ticket.

2. Fill in the details regarding the issue in the Submit a ticket form as shown below.

3.   Click the Submit button. This action will generate an email about ticket created at the Support Portal.

NOTE: All the related tickets with similar description will populate on the right for quick reference in the case this is a previously encountered issue with resolution.

Via Customer Success Manager

Customer can always reach out to CSM who can help to open a ticket on the support portal.

NOTE: CSM will manually submit a Ticket to Support Portal on behalf of Customer via Support Portal as mentioned above. (Email Address needs to be customer's email address so further communication can be managed from Support Portal only.)

How to Manage a Ticket in Support Portal?

Ticket Properties you should know:

Ticket Type

Type

Description

Feature Request

Feature Request

Bug

Bug

Problem on Customer Side

Problem on Customer Side

Lack of Knowledge

Know How questions

Operations

DevOps, Problem with Apty Instance in Heroku, Networks issues etc…

Product Limitation

Product Limitation

 NOTE: Ticket Type will become mandatory when while changing the status to resolved.

Ticket Status*

Status

Description

Open

Default status of the ticket when it is created, meaning no-one has picked up this ticket yet

In Progress

When someone from CS started working on it

Waiting on Customer

Customer is validating the fix

Waiting on Dev Team

Dev Team is working on it

Resolved

Customer concluded that fix worked as expected

Closed

Ticket is closed (Either manually or auto-closed after 48 hours of setting of ticket status to “Resolved”)

Irrelevant

When a spam/marketing related emails being created and auto-created Freemium Tickets

Pending

Not Applicable at this point. Do not use this status in Freshdesk!

 Ticket Priority along with Support SLA’s per priority

Priority

Description

Urgent

Defect with one or more of the below characteristics occur and there is no work around.

 

Data corruption: System data is not captured correctly or completely.

System hangs: The system hangs indefinitely or there is severe performance degradation.

A main system function supporting a business critical process has failed and system functionality is limited such that critical business processes are paralyzed.

System crashes repeatedly.

 

High

Application is available, but essential component of the system is malfunctioning and/or substantially impacts business operations.

A Critical defect with acceptable workaround exists.

 

Example: content does not visible in the player widget for users.

Medium

The defect does not seriously affect business operation.

The system is operative with some limitations on minor functions.

Low

Routine requests such as “how to” questions, validation of new functionality, Apty function and business use case questions.

 Groups

Group Name

Description

CSM Support

Customer Success Group for Assistance with Content Related Issues

The Ticket Management Process

The end to end process of resolution of a Support Ticket is outlined below:


Freshdesk CS Team Dashboard

 

For detailed Report on Ticket Volume Trends click here: https://support.apty.io/a/reports/

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.