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PostHog / posthog

🦔 PostHog provides open-source product analytics, session recording, feature flagging and A/B testing that you can self-host.
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Support ticket prioritization - Megaissue #23365

Open MarconLP opened 4 days ago

MarconLP commented 4 days ago

Cases:

Generally, we prioritize tickets as explained here. In some cases that method fails so we have the following fallback options:

  1. Tickets opened through the app
    1. The tickets will contain the expected priority (at the time when the ticket has been created) as a Client side priority field. We'll manually upgrade them by going through this view. The view shows tickets where the priority field doesn't match the client side priority field.
    2. Tickets opened before upgrading to the paid tier will be stuck at the old priority level
  2. Community questions opened on the forum
    1. These questions will only be prioritized based on the email
  3. Emailing our support email directly
    1. Same thing as in the 2. case.

For 1.ii: Since it's not possible to manually specify the organization of a ticket, I'll put up a PR that will send the organization ID as a ticket field value to Zendesk. I'll need to check with the Growth team if we can get a webhook to Zapier if an organization upgrades to a paid tier, to upgrade all existing tickets as well.

For 3.i We should automatically close all tickets that have been created directly through email and respond with something like Please open a ticket through the app instead

MarconLP commented 3 days ago

I've created a new Zendesk trigger to auto-close tickets created directly per email.