- Texada Knowledge Base
- Support & Troubleshooting
- Contact Support
-
Release Notes
-
Texada Academy - How to Help Videos
-
Handle CRM
-
Rental: Analytics
-
Rental: GateWay
- Getting Started
- New Administration Panel
- Administration Panel
- Administration Panel - CMS
- Administration Panel - Products, Categories, and Attributes
- Administration Panel - Users
- Administration Panel - Requests
- Customer Access Portal
- Customer Access Portal - Rentals
- Customer Access Portal - Invoices
- eCommerce Websites
- eCommerce Websites - Ordering
- Integrations
-
Rental: SRM
-
Rental: Texada Mobile
-
Rental: Texada Pay
-
Rental: Texada Web
-
Rental: WorkFlow
-
Sales: Customer Order to Invoice
-
Sales: iMACS
-
Sales: iQuote
-
Sales: SalesLink
-
Service: Condition Monitoring Portal
-
Service: Equipment Monitoring Toolkit
-
Service: Parts & Service Quoter
-
Service: Service Agreement Quoter
-
Service: ServiceLink
-
Sales & Service: CloudLink
-
Sales & Service: Tools
-
Support & Troubleshooting
Texada ticket system statuses and communication milestones
Texada uses 12 statuses to track the progress of submitted tickets through their lifecycle and Texada communicates at once one of 5 separate milestones are reached
Communication milestones
- Ticket resolution
- Once a ticket is resolved, the resolution is immediately sent to the customer through our ticket system.
- Simple tickets are able to reach resolution quickly, more complicated tickets take longer to get to this point.
- Escalated to Engineering
- As soon as a ticket is determined to require escalation to a back-end team, a communication is sent to the customer advising them.
- Some escalated tickets are able to be resolved, at which point the ticket is updated and communicated as per milestone 1. Other tickets require to go through the sprint process which involves milestones 3 and 4.
- Planned work
- Escalated tickets that need to be worked on in a sprint are communicated as soon as they are booked for a specific sprint.
- ETAs are shared based on the sprint timelines and whether the work is known to be release dependent or not.
- Planned work completion
- Once work is completed in a sprint, an update is shared based on what was found or fixed and any updates to the existing timelines are shared.
- Considered first look
- A ticket that is not simple enough to be quickly resolved or escalated is given at least 15 minutes of diligence by a Support Coordinator before being communicated to the customer with next steps and set either to Initial Triage for further review by the Support Coordinator or Product Consultant Review by one of our Subject Matter Experts
Ticket Statuses
Ticket System Statuses |
Description |
Triage Required |
New tickets are created in this status, also when a new update is available for Texada Support to process, the ticket moves to this status |
Initial Triage |
Tickets are currently being worked on by Texada Support |
Escalated Triage |
Tickets with Texada Support requiring a senior Support staff member |
Product Consultant Review |
Tickets queued for review by Texada's Product Consultants |
Escalated to Engineering |
Tickets escalated to an escalation team such as Applications Engineering, Technical Services or Cloud Operations |
On Hold: Response Required |
Responded tickets waiting for a response from the customer |
On Hold: Solution Sent |
Ticket response has been sent which Texada believes has resolved the ticket |
On Hold: Waiting on Vendor |
Tickets waiting for a response from a 3rd party without which we will not be able to proceed with the ticket |
Upcoming Release |
Ticket has been completed by an Escalation team and will be moved to Production with the next release The Target End Date field in the ticket portal should show the expected date the fix will be applied to production |
In Sandbox |
Ticket has been completed by an Escalation team and Sandbox/Play has been updated accordingly |
Done |
Closed status for tickets which have been completed |
Deferred |
Closed status for tickets which have been referred to our Ideas Portal |