How to convert support requests to the proper channel in Plutio

Objectives

• Navigate and Organize Tickets in Plutio: Our ticket management process will be streamlined by ensuring clarity, organization, and effective responsibility assignment while maintaining transparency throughout the workflow.

Procedures

1. We receive the tickets in the ''Support'' Slack Channel.
2. Then we navigate Plutio and go into projects and select the ''Support'' channel. There, we will see the ticket created in the ''Client Input'' column.
3. We will always change the name of the ticket to match the project.
4. Then we move the ticket to the corresponding project.
5. We select the ''Development'' board.
6. Then we can select different groups:
   •  Select the ''Bugs'' group if the ticket is regarding a bug.
   • Select the ''QA'' if it is related to Quality Assurance.
   •  Or select the ''Backlogs'' group for additional requests.
7. Once the ticket has been moved to the corresponding project, we will change the name again to match the description of the issue encountered. For example: ''LIVE - Super Admin - Digital payments''
8. We then assigned Daniela Luthien to the ticket and we assigned a date depending on the urgency and the complexity of the task.
9. If the ticket seems duplicated in the project just comment in the task: ''Duplicated''
10. Mark the task as completed.
11. Move the task to the ''Completed'' column.

12. Once the ticket is ready for revision in the project, triple-check if the issue was fixed through testing on the front.

13. Tag the client once we've confirmed the issue is fixed in a comment.

14. If the client doesn't reply in 2 days, we mark it as completed and let the client know.

15. Once we mark a task as completed we follow this protocol:
    - Display task options (dots at the top left)
    - Select "Move" option
    - Select the fields (Project, Board, Group)
    - Click on "Move"
    - Go to tasks
    - Drag the task card to the previously assigned group