When working on tickets, collaboration is critical, especially when troubleshooting complex issues, or technical areas of focus that fall outside of your experience level. Asking for help means having a low level of shame, and also shows that you are putting the customer first because you are working towards resolving their problem.
If you are stuck on a ticket, the following workflow seeks to help Support Engineers realize and utilize all of the resources available to progress a ticket to resolution. This workflow lists some common resources, you can lean on to get the help you need.
If you’re stuck on a ticket…..
Identify what's causing you to get stuck. Some examples are:
Then consider these options to help unblock you. And remember that escalating to unblock is a sub-value of Results.
Collaborationmacro to your ticket:
needs_collaborationtag, which makes your ticket visible in the