Tickets going into the Dev Fairy queue will be graded against two metrics to determine the order they are looked at in. The metrics are:
Impact – the impact the issue is causing for the retailer/s
Effort – the development work / time needed to fix the issue
Tickets will be graded high / medium / low for each metric.
When submitting a new ticket to the DF queue the support person will be responsible for setting the Impact metric. The DF will then assess and assign the Effort metric to give an overall rating.
The combined grading will then be used to determine the order in which tickets are worked on by the Dev Fairy. A ticket with a high impact / low effort grading will be prioritized over a high impact / high effort ticket.
To grade a ticket we need to consider several variables, along with taking into account the support guidelines for how we grade retailers.
For a ticket to be high the issue will probably need to meet one or more of the following criteria:
It’s from an Enterprise retailer (note that although tickets from Enterprise retailers are given a high ticket priority for support purposes by default, that doesn’t mean they get a high DF rating. For DF purposes they need to meet some of the other criteria as well)
Issue is affecting a large number of retailers
Issue is affecting all / more than 50% of their listings
Retailer cannot operate as a result of the issue
For a ticket to be medium
It’s a retailer doing more than $50k / mth in revenue
It’s affecting more than 50% of their products
It’s affecting more than one retailer
For a ticket to be low
Issue is only affecting a single retailer
Retailer is doing less than $50k / mth in revenue
Retailer is not live
Issue is only affecting a small number of products
Once a rating has been decided on it needs to be added as a tag on the ticket e.g.
This signifies that support has graded the ticket as Medium and it’s waiting for the DF to grade the effort.
Once the DF has graded the effort it will show like this