Here's a little insider info, just for you!
When you have contacted L2L Support with a concern or a request, and we subsequently let you know that we have created a development ticket (aka Jira Ticket), we generally include the Jira Ticket number for future reference. Jira projects that are customer centered are almost always numbered like DSP-12345.
What happens next
Once that part of the process has been completed by a member of the Customer Support or Technical Support team, the originating Support ticket is either:
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Placed On-Hold (we will update you further via the Support ticket)
- Please note that Zendesk tickets that are placed On-Hold will be automatically closed by the system after a duration of one (1) year. L2L Support has no control over this.
- Solved (Closed, meaning there is a Jira ticket in place and you will be notified when the concern is either resolved or the new feature has been dispositioned, i.e., has either been enabled or declined, and thereby complete). Please note that L2L Support has no control over this naming protocol - Solved/Closed.
- Ongoing - The issue or request has been received and processed. Jira tickets are likely involved. This status means the issue is either more involved than first expected, requires additional resources, or is otherwise flagged so that it will not be prematurely dispositioned.
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Pending (L2L Support is awaiting additional information from you)
- Please note that Zendesk tickets will be automatically closed by the system after four continuous (4) days in pending status. L2L Support has no control over this.
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WIP Bug (Work In Progress Bug)
- This means our development team is actively working on a fix for the reported issue. L2L support will update you when this is complete.
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WIP Feature ( Work In Progress Feature)
- This means our development team is actively working on this feature to be released. L2L support will update you when this is complete and this may be added to our changelog in our Community Center
**Please know that Support does our best to escalate urgent matters and understand your needs. We are not solely responsible for development requests making it on our roadmap or the rate at which they are completed. We have a Product Team who prioritizes projects and makes those determinations.
Feature Process:
Our process for evaluating feature requests involves scoring them based on the number of customers who would benefit, the impact on those customers, and the development time required. If this feature aligns with an existing project on our roadmap, it may be implemented alongside that project. Otherwise, it might not be prioritized immediately. We'll inform you via a new ticket or email if this feature request is picked up by our product and development teams.
In addition, I encourage you to create a new post in the General Discussion Topic or our Feature Ideas Topic in our Community Center to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Note: In response to the creation of a Jira ticket, customers often ask how they can access those tickets. Jira tickets are maintained in a database that is not accessible outside of L2L personnel.
However, we will tell you both the Zendesk Ticket number and the Jira Ticket number. You can request a status update at any time by referencing those ticket numbers.