Customer Support Process

This document outlines the process to be followed for accessing Customer Support.

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Facets uses Clickup to track tickets and issues raised by our customers.

Click on the section you want to read:

• Prerequisites to Raise a Ticket
• Step by Step Instructions (with screenshots)
• Status of Tickets

Prerequisites to Raise a Ticket

Access to Clickup

• Facets will provide access for Ticket Management in Clickup for your organization account.
• The point of contacts will be added as a Guest on Clickup with access to a list of tickets raised by your account.

Access to Slack

• Facets will pin the Clickup List to your account's Slack Connect channel with Facets.

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Ensure the PoC have access to this Slack Connect channel with Facets as any communication regarding Customer Support tickets will happen here.

Step by Step Instructions

• Open the Clickup List created for your account. It will be pinned to your account's Slack Connect channel with Facets.
• Click on the + Task button.

• Fill in the following details:
  • Task Name: Choose a suitable title for the ticket explaining the issue succinctly.
  • Description: Add a description describing the issue in detail. The more information you can add, the better!

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You can also add/edit a description after creating the ticket with just a title.

• The ticket will now be auto assigned to the Facets PoC for your account who will get in touch with you to assign priority and any other information as needed.

• You can now track the progress on the ticket by its status.

Status of Tickets

Once you have created a ticket, it will go through different statuses once it is has been picked up.
See the table below for understanding the different status codes and their trigger in the customer support process.