You are able to automatically escalate and reopen tickets using certain keywords along with the hash sign (#). To use this service, reply to a ticket via email or through the portal and include the appropriate hashtag somewhere in the text. Include detailed reasoning for the escalation so we may assist you as efficiently as possible.
Escalate Tickets
Increase visibility on non-critical tickets using #escalate
. Your ticket will be flagged as escalated and the regional team lead will be notified. Examples of non-critical escalations:
- High priority issues which are affecting the timeline of a go-live (migration, upgrade, new product implementation or any other go-live)
- Normal priority issues which have grown in impact since the ticket was entered
- Example hashtag usage: “I need to #escalate my issue.”
Increase visibility on critical cases and/or escalate tickets to critical priority using #helpnow
. Your ticket priority will be updated to critical, the ticket will be flagged as escalated, and the global team will be notified. Examples of critical escalations:
- System down tickets mistakenly entered at high or lower priority
- Issues which have advanced in severity, scope, or impact since originally reported, causing system-down interruptions for your team
- Tickets reported at critical priority, and no response has been received within one hour
- Example hashtag usage: “I need #helpnow on my issue.”
Reopen Tickets
To reopen a solved ticket, reply to ticket via email or the portal and include #reopen
in the text of your reply.
Why would you want to reopen a ticket?
- The steps/information provided by the Momentus contact did not resolve the issue.
- A previously resolved issue is recurring.
- You have a follow-up question related to the original issue.
What happens if you don't include #reopen in the email reply?
Our Support reps will still receive your reply. We love when our clients thank us (in fact, over 70% of replies to solved tickets are a "thank you"!), so feel free to keep those coming - just don't include the reopen tag so the ticket stays solved.
Why is reopening a ticket important?
In a nutshell, reporting. This change will allow us to better track recurring and related issues since it will help limit tickets to one issue each. It will also allow us to analyze reopened tickets and pinpoint areas for internal training and overall improvement.
Note: Tickets first go to a "soft" Solved status and you can add additional comments to the ticket by using #reopen
. After five days, the conversation is permanently closed, and you will need to create a follow-up ticket instead.
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