Level 2 Support Automations

Validating

Send Escalation email to client

Create Task for Ops when entering Validating stage (Escalation)

Create Task for Ops when entering Validating stage (De-Escalation)

Create/Update Task in Clickup (escalation)

• Assigns to CS, Jovan as watcher

• Sets Status, Clickup List, HS id, Task Name, Task Description, Main Product, Client Vertical, SLA, Client Name, Client email, Issue Url, Severity, Client Target Date,  Acceptance Criteria, Steps to Reproduce, Device, Browser, Ops can reproduce, Issue affect other clients

Update Hubspot Ticket (de-escalation)

• Updates Pipeline Stage & De-escalation Notes

Ops validates the issue (is it a real issue and do we have all the data we need?)

Ops attempts to reproduce the issue

Operations

Replicating

Update Task in Clickup

• Reassign (add QA, remove CS)

• Update status to Replicating

• Resets Clickup list, task name, Issue Url, Severity, Client Target Date,  Acceptance Criteria, Steps to Reproduce, Device, Browser, Ops can reproduce, Issue affect other clients

Update Hubspot Ticket

• Updates Pipeline Stage

Create QA Subtask (Clickup→Product in Progress→Automations→When status changed to replicating, then create subtask)

QA validates the issue (sense check data)

QA attempts to reproduce the issue

QA links Clickup task to Client

QA checks for a possible Workaround

QA

Estimating

Update Hubspot Ticket

• Updates Pipeline Stage

Create PM Subtask (Clickup→Product in Progress→Automations→When status changed to estimating, then create subtask)

PM sets Priority and Due Date

Project Manager

Fixing

Update Hubspot Ticket

• Updates Pipeline Stage, Priority, Estimated Delivery Date

Send Update Email to the Client

Tech fixes the issue and creates a Pull Request

Tech

Verifying

Update Hubspot Ticket

• Updates Pipeline Stage, Priority, Estimated Delivery Date

QA Verifies the fix and, if it’s good, merges the Pull Request

QA

Closed (Resolved)

Update Hubspot Ticket

• Updates Pipeline Stage, Resolution Notes

Send Email to Client

Closed (Unresolved)

Send Email to Client