Escalations
Moving customer issues from support to engineering, and keeping that handoff short.
Questions
- How do I reduce engineering escalations?Reduce engineering escalations by giving support the evidence engineers would otherwise gather: logs, traces, account config, and the relevant code path.
- What should an engineering escalation include?A good escalation includes the customer impact, exact identifiers, steps to reproduce, what's already been checked, and the evidence that points to a bug.
- What should support do when it can't reproduce a bug?When a bug won't reproduce, stop trying to recreate it and look at the customer's real environment instead: their logs, traces, configuration, feature flags, and data for the exact time it happened.
Terms
- Bug ReportA write-up of unexpected behavior with enough detail for an engineer to reproduce it.
- Cannot ReproduceThe status a ticket gets when engineering can't make the bug happen on their side.
- Engineering EscalationA ticket support hands to engineering because it needs code-level investigation.
- Escalation PathThe defined route a ticket follows when the current owner can't resolve it.
- Known IssueA confirmed bug that's been acknowledged but not yet fixed.
- Reproduction (Repro)Making a reported bug happen again on purpose to confirm and study it.
- Severity LevelA rating of how much harm an issue is causing, from outage to cosmetic.
- WorkaroundA temporary way for a customer to get unblocked before a real fix ships.