Ticketing System Updates

by Elise Konya on Mar 11, 2024

We're fine-tuning our ticketing processes! By streamlining our support ticket statuses and leveraging our ticketing platform's automation capabilities, we're aiming to provide our partners with more transparency, shorter resolution times, and quicker responses to follow-up questions.

Here's everything you need to know about the upcoming changes, which go into effect on Monday, March 25th.

Ticket archiving

Tickets across all queues for all products will now automatically move to a new archived status after they have been closed for 30 days.

A reply from one of our library partners on an archived ticket will no longer reopen the ticket; instead, any response to an archived ticket will create a new ticket that will land at the very top of our incoming ticket stream. The new ticket will also link back to the original for reference.

We're making this change to eliminate any chance that we might miss an update on an older ticket. A reply to a ticket that has been closed for fewer than 30 days – before the ticket moves to the archived status – will still reopen the original ticket.

Support ticket statuses

Our support ticket queues will also receive an updated set of statuses and new automations.

These support ticket statuses will indicate an active ticket:

• new: The ticket is newly received and has not yet been assigned to a ByWater team member.
• open: The ticket has been assigned to a ByWater team member, and we're working on the ticket. In other words, the ball is in our court!
• needsinfo: The ball is in your court! We need some additional information from you to continue working on this ticket. Any response from you will change this ticket's status back to open. If we don't hear from you, you'll receive an automated reminder after 7 days and again after 13 days. After two weeks without a partner update, the ticket will close, but any reply from you will reopen it within 30 days (or create a new ticket after 30 days).
• onhold: Work on this ticket is scheduled to begin on a specific date.

These statuses will apply to inactive support tickets:

• resolved: Work on this ticket has been completed. This unites the old "answered" and "resolved" statuses into a single status. Any reply from a partner will reopen a resolved ticket. After 30 days, the ticket will be archived.
• archived: The ticket has been closed for more than 30 days. Any reply from a partner will automatically create a new ticket that refers back to the original.

The following queues will be receiving these updated status and automations:

• Support (our queue for Koha support tickets and general ByWater questions)
• Aspen Discovery Support
• Coral
• FOLIO
• Libki
• Metabase

Queues related to developments, bugs, and implementations will continue to operate as they already do except for the introduction of the archiving feature.

What will be different for partners?

How you manage your tickets won't change. Partners will still be able to reply to closed tickets to ask for additional assistance, and you'll also still be able to close your own support tickets by changing the status to resolved. Additionally, creating and updating tickets by email will continue to function as it always has.

We'll be putting the new archiving feature and updated support statuses into effect on March 25th. Please don't hesitate to reach out to us with a ticket if you have any questions whatsoever!