[Support] Problem Request Ticket Process
To provide more visibility on active and resolved issues in the support portal, we have introduced a PR ticket process. Simply put, any incident tickets that are escalated for higher tier support will be raised as a Problem Request and made visible to a view. The affected incident is also attached to the problem as that analysts can follow up with customers and escalated support on progress of an incident/problem.
I put together a quick video to walk through what it looks like:
I'd love any feedback from Cireson Support Portal users on how this process can help.