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What happens when I log a ticket with Scurri?

That's a great question!

In Scurri we prioritise cases based on the severity and the business impact. 

Below is an outline of the process on how Scurri prioritises tickets. 

Once a ticket is logged our Customer Support Team reviews your request and immediately classifies the request.


Priority level Type of issue Example
Urgent Critical service issue affecting all users. Service unavailable or unusable with no workaround.

Widespread label printing issues.
High  Product does not work as expected, with no feasible workaround. A user is unable to access the Scurri app and is receiving a 500 Error page.
Normal Product does not work as expected but a workaround is available. Unable to retrieve tracking data from the Scurri app. 
Low Product does not work as desired, but functions (a workaround is not necessary). A user is observing a slowdown in the printing of labels. 


Of course, not all tickets raised have to fall within the above classifications, we use the below classification as well: 

 

Class Type of issue Example
Question Customers raises a question.  Can you help me find out where to go to cancel an order?
Feature Request Customers would often send Feedback and suggestions on how we can improve our product. 

Can you add a new field to "x" report? 
Admin Change Request Customers need to change settings on their accounts or add a new Carrier.  Add a new carrier

 

Information needed when submitting a ticket:

Always ensure when submitting a ticket that you provide all details. 

Example: 

Name of Company, Import Method, Order number. 

A full explanation of what it is happening. The more details provided, the quicker the resolution. 


Troubleshooting
To resolve cases that involve complex scenarios, we may need to gather more information. 

  • You may be asked to perform a few steps or a troubleshooting test to help with the investigation.

  • We may request a video call.

  • It may require an expert to review certain issues. 

For some complex cases, the resolution times will vary depending on the complexity of the issue and the availability of troubleshooting data.

Resolving your case
Our support staff will work to resolve your query. Depending on the type of issue, resolution means:

  • We fixed your issue, provided a solution, or answered your question
  • A feature is now working as expected
  • We submitted your feature request to the product team
  • We weren't able to reproduce the issue
  • A third-party product is involved, so you will need to contact them for further assistance
  • We are unable to resolve or currently do not offer support for the item you have contacted us about

As always, if you have any questions at all, please email support@scurri.co.uk



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