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.
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:
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, you will need to modify the tags on the ticket by removing the starting product's tag and adding the ending product's tag.
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 and add the needed 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:
| Term | Description | Possible values | |
|---|---|---|---|
| INITIAL_OFFERING | The product from which they are migrating | SM, SaaS |
|
| ENDING_OFFERING | The product to which they are migrating | SM, SaaS |
|
| SM_TAG | The self-managed tag the organization is using | starter, premium, ultimate |
|
| SAAS_TAG | The SaaS tag the organization is using | bronze, silver, gold |