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 of how Scurri prioritises tickets.
Once a ticket is logged our Customer Support Team reviews your request and immediately classifies it.
|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 Scurri.|
|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 or add services or functions to their account.||Add a new user.|
Information needed when submitting a ticket:
Always ensure when submitting a ticket that you provide all relevant details.
i.e. A full explanation of what it is happening, a particular order number is relevant. The more details provided, the quicker we can resolve your problem.
To resolve cases that involve complex scenarios, we may need to gather more information.
Resolving your case
Our support staff will work to resolve your query. Depending on the type of issue, resolution means:
As always, if you have any questions at all, please email firstname.lastname@example.org