Setting Up an Organization for an Offering Migration

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6. Setting Up an Organization for an Offering Migration

On this page

• Overview
• Process
• Organization Note Content

Overview

This page describes the actions a Support Ops team member will need to take to assist in the How to Handle Product Offering Migration Tickets workflow.

Process

A support engineer will file an issue using the Add Zendesk Organization Notes or Tags Request issue template, specifying it is for a product offering migration. This should include the planned date of the migration and the planned subscription level the customer will acquire.

In response to this type of issue, please take the following actions:

1. Add the correct plan tag to the organization's tags.
2. Enter in a new organization note, or append to the existing note, the content described in the Organization Note Content topic on this page.
3. Update the issue and ping the support engineer who filed the issue.

Organization Note Content

This customer is in the process of migrating from one product offering to another. To ensure that during this process their support tickets are given an SLA so that Support Engineers will work on them, we have modified the organization record.

Migration information:

• Starting product: INITIAL_OFFERING
• Ending product: ENDING_OFFERING
• Self-managed tag(s): SM_TAG
• SaaS tag(s): SAAS_TAG

When you see this note in a ticket and you are the first to work that ticket, please remove the unneeded SLA tag based on the subject matter of the ticket.

Be sure to replace the ALL-CAPS tokens with the appropriate values, as described in this table: