Please follow these points and procedures when you need to escalate a Freshdesk Ticket to the Dev Fairy:


If you are unsure at first you can ask a level 2 support person (aka Bill).


Add Private Note:  example wording below, please specify in the note that it is for the Dev Fairy (DF)


You can copy and paste these headings if that makes it easier.

  1. 'Escalating to DF':
  2. Link to retailer or product or order:
  3. eCommerce Platform:
  4. Marketplace
  5. Issue:
  6. Expected fix required:
  7. More relevant links or details as required.


Once you have added the note ensure the ticket fields are all selected correctly, that the priority is relevant to the issue. 

Please have this in place before you bring the ticket to scrum or put the ticket in Slack General.


Please also review:


How to write a support ticket and report an issue. 

http://support.omnivore.com.au/a/solutions/articles/17000058956?portalId=17000029510

Product issues

http://support.omnivore.com.au/a/solutions/articles/17000058957?portalId=17000029510


Also please review this article.

http://support.omnivore.com.au/support/solutions/articles/17000061691-dev-fairy-process-for-support-tickets