So how does Agile affect you?
Development of our system is largely driven by Help Desk and the tickets that you submit and we might get a lot of tickets in one day for all manner of reasons!
Several people are helping
It is important to note that the whole team may be involved in Help Desk in some shape or form. From the technical team, customer success team or the communication team we may all have a say in how to deal with your ticket.
When you submit a support ticket, the team here will first determine the nature of the ticket, if it is general help, a bug or a feature request. We will also determine the priority of the ticket and for this we use a traffic light system.
- Green Support Tickets
General questions or requests to make changes or amendments to your account either through the support or technical queue. With a green ticket, you can still use the system to take bookings, run reports and function normally.
- Orange Support Tickets
These are potential issues preventing you from carrying out a specific task that may involve a technical fault. The support team will give you a work-around in the meantime until the issue can be resolved.
- Red Support Tickets
We are likely to know about these types of tickets before you do – this is where the entire or part of the system is offline due to a technical fault.
After receiving your ticket one or more of us will triage your ticket and then decide on its path through our workflow.
- General help
If you get stuck adding rates or can’t remember how to set deposits or just can’t seem to get something to work then there is a good chance the answer is in our knowledge base. We will point you to the most appropriate article or if not we will reply with a solution to your enquiry after working through the issue ourselves. For general help tickets, once investigated, we can usually come up with an answer within 24 hours.
- Feature requests
Agile really begins to kick in here. Typically, if your ticket is a feature request, a physical card is created and added to our candidate board. At set times of the week we will review the feature requests on the candidate board, decide on their impact on all our customers and whether they are of benefit globally before being added into what we call the backlog.
From here the task will be sized up in terms of estimated time to action and priority before being passed into an iteration. Once the work is completed and the iteration comes to an end, we pass this task into Quality Assurance and Testing before it is deployed to the booking system. This ensures nothing is made live until we are 99% sure it works.
Inevitably with such a large amount of code to manage, it won’t always go according to plan no matter how much we plan and test before we deploy. It is simply impossible to account for every scenario.
Bugs again are prioritised based on how able you are to use our service. We might well have to look at our iteration and quickly adapt our position so that the bug is dealt with immediately. Or, if it is a cosmetic issue, such as a button not displaying correctly in your admin area and is therefore a lower priority, the corrective task might be slotted into this iteration or even the next before being completed. This ensures that more pressing tasks take priority. Thankfully bugs are becoming fewer and further between thanks to our new working practices!
A little beg: If possible, please use our submission form to submit your enquiry and give us a much detail as possible with the area of concern and detail such as actual booking references, customer ids and so on so we can quickly handle your ticket.