The below information describes the different "Severity" levels that can be selected when creating a Zoey Support ticket. Our Severity system is used to properly route support tickets to the correct department and ensure that all of our customers receive adequate support when needed.
Low
A low severity ticket does not mean low priority. It simply means that the issue is not currently causing harm to your business continuity. Some examples of Low Severity issues are:
- 3rd party app integration questions
- Inquiries about utilizing a new feature
- General questions regarding using Zoey
- Billing/account inquiries
Normal
The normal severity level is for issues that begin to impact business continuity. This includes
- having trouble with managing orders
- difficulty getting products to appear correctly
- reporting of incidents or potential bugs
High
A high severity ticket is one that heavily impacts your business. This can be:
- Intermittent customer shopping/checkout issues
- Inability to perform business critical tasks such as:
- Updating inventory
- Saving product updates
- Processing orders
- Issues with SSL/DNS/Domains
URGENT
The URGENT severity level is intended to escalate your support ticket to our urgent response team. Please do not use this severity level for anything besides the following:
- Site Outages
- White-screen errors
- Store inaccessibility
- Inability for customers to shop/checkout
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