Support Notifications and SLAs.
Current SLAs for support@vanillaforums.com:
These might get adjusted a bit, but my current plan is to set a few clients so that their tickets always get marked as urgent when created (oracle, IBM,) which will give a little increased immediacy and visibility to their tickets, particularly on the weekends.
Pending statuses (Needs Deploy, Waiting on CSM, Pending) SHOULD stop the SLA timer, but wont stop the "needs deploy update" automation, defined below.
These notifications all go to support-agent-notify in slack:
INT closure - git issue was closed, which closed an internal ticket. This is notification should be an indicator to follow up.
1st Reply SLA - ticket needs its first outreach. For big clients, this will trigger in 30min.
Needs Deploy Update - ticket has been sitting in a pending status for 2+ weeks. It need to be checked and followed up on, and hopefully is ready to close out.
Resolution SLA - This will be adjusted over time, but ideally we close out tickets that dont need developer escalations well within these time frames.