Customer Support Process For FT Integrations
Overview
Issues track the work a Freight Tiger Customer needs to get done to progress their integration projects and their goals. Each issue collects and displays the information we need to collaborate into a set of fields. An issue's status, priority, and resolution represent some of the most important fields describing and reporting on your team's work. They give us at-a-glance information about where the work is in the workflow, how important it is to the project goals, and a description of how the work was completed.
Track & trace all your requests in a dashboard
Fields on Request Form for Reporting Issues
Field | Select Options |
---|---|
Description | Describe the problem. Provide steps to replicate the issue. Add screenshots. |
Severity |
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Impact |
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CC | While creating the ticket, mark your Freight Tiger Customer Success manager in CC field if you want them to monitor or track the progress of your ticket. You can also CC your ticket to other people in your organisation who need to watch this issue. They will all get updates notifications.
Separate names and email ids with commas. Add your customer support manager for follow ups. Add your teammates who should be aware of progress. |
Expected Date of Completion | Date of completion expected by the reporter of the issue. This helps us in priortisation. But this is not the Due Date of the issue. Due Date is determined by the person who is going to actually work on the issue. Which could be different from the expected date. |
Due Date of Issue Resolution
When you report an issue, the issue reporting form shows the average time for issue resolution.
Once the issue is assigned to the right person who is going to work on it, we maintain due date inside the ticket.
Average Time for Issue Resolution
As per our past experience, the average time it takes for Freight Tiger to close issues (as of Aug 2021) is as follows:
Request Type | Approximate Calendar Days to Close the Request |
Ask a Question to Freight Tiger | 11 |
Configure a GPS Provider | 15 |
Data Flow Related Issue for Integrations | 6 |
New Integration Requirement | 11 |
Payload Issues with and API or Web hook | 20 |
Report a system problem | 15 |
Request for JWT (JSON Web Token) for API Integration | 7 |
Request for on-boarding master data | 7 |
Request to configure a web hook | 9 |
Overall | 14 |
Note: In the future, we will publish Approximate Calendar Days to Close the Request on the basis of severity.
Notifications
You will get automatic email notifications for various events like:
Change in Due Date
Replies/Comments
Status change (Closure, Waiting, etc)
Escalations
Escalate a Ticket In Case You Found No Action
Escalating a ticket will send notifications to the integration team and all the people marked as CC or Participants in the ticket to draw their attention. However, in case the priority of the issue has to be changed, then please check the section called Issue Priorities
Escalation Matrix For Integration Issues
Situation | Role | |
---|---|---|
1 | When you need a minor nudge for your issue or status update that’s not visible in ticket | Customer Success Manager |
2 | When an issue is creating severe business impediment and you want to move up the priority of issues | Director Customer Success |
3 | If there is no action after last escalation level, then contact… | Head of Sales, Freight Tiger |
4 | Head of Customer Success, Freight Tiger |
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