Partner Support Ticket Handling

Overview

This is a quick reference for how to handle support requests from partner. These can include questions on Slack, emails to partners@, or action items from meetings with partners.

For the purposes of this article, we define a partner support ticket as a request from a partner that requires action from the Partnerships Engineering team. This can also be thought of as the “toil” required to support our partners. We include in this definition any updates to the YAML files in the 18F/identity-idp-config repo as maintaining accurate records for our agreements and other partner data is critical in supporting our partners.

Ticket tracking

We currently track all of our partner support tickets in Smartsheet. This allows us to maintain a single view of all of the support activities being handled by the Partnerships Engineering team as well as evaluate our workload and throughput. For more information on how the sheet is structured see the Cheat Sheet.

Entering tickets

In an ideal world, all partner support requests would automatically create a ticket in Smartsheet so they can easily be tracked. To that end, the Smartsheet does include several different forms for partners to submit requests directly to us. However, at this time we also have several other channels through which partners can communicate with us:

  • HubSpot (partners@)
  • Direct email
  • Slack (e.g. #login-partner-support)
  • Tech Syncs / meetings

If you see or are made aware of a request from a partner that does not originate from a Smartsheet form, please create a corresponding ticket in Smartsheet using the Internal ticket entry form. Make sure to include as much information as possible, and if the request originates through a channel that can be linked to (e.g. HubSpot or Slack) make sure to include a link to the thread in the “Comms URL” field.

Working on tickets

As you’re working on tickets, please make use of Smartsheet’s commenting feature to leave updates as to your progress (as needed). For simple requests (e.g. questions that can be answered directly) this is not required but for longer lived tickets (e.g. a new integration launch) it is helpful to have a history for the request.

Questions? Comments? Suggestions?

Reach out to Team Ursula (#login-ursula)!