info

We are currently in phase 1 of the go live (see dedicated section about the phases)

warning

Don't communicate this URL to people outside of the community mods or core team!

Introduction

This page groups all the information about the service desk:

  • Guide to the ticketing system
  • Service desk process
  • Phasing from initial soft launch up to complete use of the system

Scope of the ticketing system

  • Users register themselves their stuck issue in the ticketing system
  • Community mods checks the data of new tickets and validate that they can be communicated to the dev team (= ticket escalation)
  • Automatic notifications
    • Mods: New tickets created are notified in a specific TG channel
    • Dev team: Receives an automatic notification by mail that a ticket has been escalated to them
    • Users: Confirmation by mail of the ticket creation and ticket closure

If users need additional information, they continue to go on the Telegram/Discord channels.

Overview of the definitive and general process:

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Technical info about the mail sent to the dev team (formatting of the content).

Summary of links

Credentials to open/edit a ticket

warning

Don't communicate these credentials to people outside of the community mods or core team!

Email: [email protected]
Password: exchange_help1A

Guide for the ticketing system

How to manage:

  • A ticket
  • Queues of the ticketing system

Check this page for the complete guide.

Phasing of the go live

Since the new system must be learned by the mods, it will go live in several phases.

Regardless of the phases:

  • Users register themselves their ticket at https://0.masternode.io/docs/sd/sd001
    • Contains explanation about the resolution/time process
    • Troubleshooting to make sure they are dealing with a stuck TX
    • Explanation on how to find their cross-chain transaction ID
  • System closes automatically all tickets after 7 days of their creation date (regardless in the state they are)
  • Users: Automatic confirmation by mail of the ticket creation and ticket closure

Phases

Phase 1:

  • Option of Flow A - New tickets created by the users will be automatically notified in the notification TG channel: https://t.me/joinchat/Ts7NBUAKK_JiZDQ0
  • Option of Flow B - Mod can still continue to choose to not ask users to register the issue in the ticketing system
    • Mod adds the new stuck TX in the old Google sheet based on the DM with the user on Telegram
  • Flows A & B - Mod notifies as usual the dev team via the Discord #stuck-txs channel of a new entry in the old Google sheet

Phase 2:

  • A notification of a new ticket will be sent to the TG channel: https://t.me/joinchat/Ts7NBUAKK_JiZDQ0
  • From the URL ticket in the TG channel, mod opens it with the credentials to open/edit a ticket (see above)
  • Mod checks the stuck TX details and changes the state of the ticket to "Escalated to Discord" when data validated
  • System sends an email to the dev team with the details of the escalated ticket
  • Mod notifies as usual the dev team via the Discord #stuck-txs channel

Phase 3:

  • A notification of a new ticket will be sent to the TG channel: https://t.me/joinchat/Ts7NBUAKK_JiZDQ0
  • From the URL ticket in the TG channel, mod opens it with the credentials communicated on a previous section
  • Mod checks the stuck TX details and changes the state of the ticket to "Escalated to Discord" when data validated
  • System sends an email to the dev team with the details of the escalated ticket
  • If mod gets the confirmation by users that the issue is solved, (s)he can close manually some tickets quicker than when the system does it automatically after 7 days
  • Active monitoring by some mods of the ticketing queues at https://0exchange.atlassian.net/jira/servicedesk/projects/ZEH/section/incidents/custom/51
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