Support Process — How to open tickets & escalate

This article defines the recommended support workflow: how to open a ticket, what to include, severity levels and escalation guidance.

Where to open a ticket

• Primary channel: Use your tenant’s established support channel (helpdesk, Crisp, or internal ticketing).
• Engineering escalation: For reproducible bugs with sufficient diagnostics, open an issue in the engineering tracker (GitHub repo job-flow-hub-71) with the label bug and include reproduction steps and diagnostics (see Logs & Diagnostics).

What to include in every ticket

1. Title: Short explanatory title (e.g., “Jobs Map not loading for Tenant X — Mapbox token error”).
2. Essential metadata: Tenant name/ID, user email, role, device/OS, app version / browser + CJH build.
3. Steps to reproduce: Precise, numbered steps to reproduce.
4. Observed behavior: Error text, screenshots, and whether the issue is blocking work.
5. Expected behavior: What should happen instead.
6. Timing: Date/time (with timezone) when the issue happened.
7. Attachments: Console logs, network HAR, IndexedDB export, mobile logs (logcat or Xcode), screenshots, and any server response or stacktrace. Use the Logs & Diagnostics checklist.

Severity definitions (recommended)

• P0 — Critical / Production down: Entire tenant unusable (e.g., map completely down, authentication system down). Immediate escalation to engineering.
• P1 — Major / Feature broken: Key workflows blocked for many users (e.g., payments not syncing, photos not uploading for all technicians). High-priority fix.
• P2 — Partial impact: Feature impairment affecting some users or workarounds exist (e.g., delayed location updates, intermittent geocoding failures).
• P3 — Minor / cosmetic: Minor bugs or usability issues that do not block work.

Assign severity conservatively and include business impact (how many users / revenue impact).

Escalation flow

1. First responder / Support: Triage, attempt standard remedies, collect logs.
2. Engineering (dev): Reproduce with provided diagnostics; if not reproducible ask for more details.
3. Engineering (owner / on-call): For P0/P1 issues, notify owner/on-call and provide ETA & mitigation steps.
4. Customer communication: Keep the reporting user updated with expected resolution window and any workarounds.

Template — copy/paste into new ticket

Title: [P#] Short description (Tenant: <name>)

Tenant: <tenant name / id>

User: <user email> (role: <role>)

Device: <device / OS / app version>

Time: <timestamp UTC>

Steps to reproduce:

1. ...
2. ...
3. ...

Observed:

• Error/text/screenshots attached

Expected:

• What should happen

Attachments:

• console.txt
• network.har
• indexeddb.json
• screenshots.zip
• mobile-logs.txt (if applicable)

Tips for faster resolution

Updated on: 11/01/2026