All tickets should be logged using the form available at https://www.tagmarshal.com/support/

The request or title of the query should be clear and informative to allow for easy processing and searching.

Eg. Pebble Beach requires troubleshooting on their devices.

Be sure to complete the remaining fields and provide as much detail as possible to assist the support team in processing the request.

Submitting tickets on behalf of a client

Where possible we always want to enable clients to use the support form and submit tickets directly to support. If this is not possible you must ensure that the client's email address and name are captured as the primary on the form, you can place your email in cc if needed.

Submitting internal tickets

When a ticket requires no client involvement or communication you can place your email address and name as the primary on the form. 

Departmental Tasks

The new process in Desk is for the tickets to always be owned by a Customer Support Agent, this is to ensure that we keep clients updated and a final check is done before closing tickets.

Tickets that were formally assigned to other departments will now be created as tasks/activities associated with a Desk ticket. 

Operations and Marketing Tasks: PROJECT TASKS

Tasks will be created in the General Support Tasks project and automatically assigned to the relevant team. To process the tasks teams will need to:

• Assign the tasks to the relevant team member

• Comment directly on the task if more information is required from the Support Team

• Keep the project status up to date as the task is worked on

• When marking the task complete, comment on the task to inform the Support Agent that the task has been completed

Development Tasks

Tasks are logged as an issue in Jira. To process the tasks the Dev team will need to: 

• Assign the issue to the relevant team member or sprint

• Request any additional information or attachments through comments

• Keep the Support Agent up to date by commenting on the issue

• Ensure that statuses are kept up-to-date while working on the issue

• Close the task once all Dev actions are completed

Technical and CS Tasks: IN DESK

Tasks are created within Desk under the Activities tab on a ticket. To process the tasks teams will need to:

• Assign the tasks to the relevant team member (Tech Only, CS will be assigned directly)

• Comment directly on the task if more information is required from the Support Team

• Keep the task status up to date as the task is worked on

• If further steps are required once the task is complete, provide the Support Agent with the required information and next steps in the comments

• Ensure tasks are marked as complete when finished