How To Tag Tickets

Tag

Description

Hub

The hub from which the client/partner is managed from. Can be one off East-Africa, Europe, West-Africa, Asia, Americas

Partner

The partner/client name

Category

Groups tickets by whether it is a question, bug or feature request

Escalation Status

Flags whether the ticket required additional input from L2. This is for tickets that are not resolved by L1 usually bugs or feature requests. 

Impact

Categorizes tickets by the severity of the impact. The description of each of this can be found above

Issue

A brief tag that describes the issue being reported by the user e.g. data import or export, user management etc.