Walla Support Issue Investigation and Resolution Process FAQ

Standard Development Tickets

When the support team discovers a bug or potential bug the support team will let you know they are creating a ticket for the development team called a Standard Development Ticket.

You will be provided with a Standard Development Ticket number and we will send a separate email where you will be automatically updated when the investigation is complete.

We might send you the confirmation email before we wrap up our conversation with you or we might send you the confirmation email after we close out of the ticket. We understand you might not have time to wait for us to send the ticket to our developers so we won't make you hang around while we do the behind the scenes admin work.

We do not keep the original ticket, aka the ticket you initially reported the issue via. To keep things tidy on our end we will wrap up our open Support Ticket conversation with you and mark the ticket as Resolved even though the development team has not completed their investigation or solved the issue yet.

We mark the Support Ticket as Resolved to show that the support team has finished their part of the process.

This means we've collected all the needed information from you and given it to our development team for further action. It also signals to our internal teams that the development team has everything they need to prioritize and work on the ticket.

✋ When an agent resolves the ticket, please be courteous. Do not rate them negatively just because you've experienced an issue. Their job was to communicate with our development team. Your rating reflects their service, not the issue itself.

The Standard Development Ticket remains in an open state internally on our end until you are contacted about the outcome.

We do not check-in with progress updates as development investigates. We only send a final message with when the investigation is completed or if we need more information from you. If the development team determines it is not a true bug, we will provide an explanation why it is not a bug.

Standard Development Ticket Cycle

We have a well-structured system for addressing issues to ensure continuous improvements to our software. Here’s how it works:

Ticket Submission: When an issue or task is identified, a ticket is submitted detailing the problem or requirement. This helps our team understand its impact and complexity.
Development Cycles: Our development team works in regular cycles, focusing on new developments, improvements, and bug fixes. Standard tickets, including planned work and new features, are integrated into these cycles.
Priority Assignment: Internal teams assess and assign priorities to tickets. This prioritization determines which issues will be addressed in the current cycle and which may be scheduled for future cycles.
Review Period: Each cycle includes a dedicated review period where developers address customer support issues, focusing on reported bugs and critical issues.
Issue Resolution: The complexity of the issue and its assigned priority determine the resolution timeframe. Simpler, high-priority issues are often resolved within the current cycle, typically during the review period.
Cycle Allocation: Not all issues created in a cycle are necessarily addressed within the same cycle. Lower priority or more complex issues may be scheduled for attention in subsequent cycles based on the prioritization decisions made by internal teams.
Complex Issue Management: More complex issues that can't be fixed within the current cycle may carry over to subsequent cycles. The resolution time depends on the complexity, priority, and available resources.

Ticket Submission: When an issue or task is identified, a ticket is submitted detailing the problem or requirement. This helps our team understand its impact and complexity.

Development Cycles: Our development team works in regular cycles, focusing on new developments, improvements, and bug fixes. Standard tickets, including planned work and new features, are integrated into these cycles.

Priority Assignment: Internal teams assess and assign priorities to tickets. This prioritization determines which issues will be addressed in the current cycle and which may be scheduled for future cycles.

Review Period: Each cycle includes a dedicated review period where developers address customer support issues, focusing on reported bugs and critical issues.

Issue Resolution: The complexity of the issue and its assigned priority determine the resolution timeframe. Simpler, high-priority issues are often resolved within the current cycle, typically during the review period.

Cycle Allocation: Not all issues created in a cycle are necessarily addressed within the same cycle. Lower priority or more complex issues may be scheduled for attention in subsequent cycles based on the prioritization decisions made by internal teams.

Complex Issue Management: More complex issues that can't be fixed within the current cycle may carry over to subsequent cycles. The resolution time depends on the complexity, priority, and available resources.

This approach provides flexibility for our development teams to manage their workload and focus on higher priority issues first. While we strive for efficiency, specific resolution times may vary based on the nature, complexity, and priority of each task or issue.

Focus Development Tickets

When the Support Team discovers a potential issue or confirmed issue and the issue impacts a key business function without a workaround, the ticket falls under what we consider to be a Focus Ticket. This means the ticket we send over to our development team has rapid visibility. This does not mean it will be resolved the same day. It is important to note our development team follows a work week schedule and they are on call on the weekends for critical issues only.

What happens after a Focus Ticket is sent to the development team?

Your Support Ticket will remain open and all communication regarding the investigation will remain on the ticket.

How often am I updated by the support team about the status of the investigation?

The Support Team member managing your ticket provide a check-in cadence. This is when you can expect an update on the progress of the investigation and it can vary depending on the issue.

Am I notified when the investigation has been concluded?

Yes, once our investigation is complete, we'll mark the ticket as Resolved, share our findings and any next steps, and make sure you've seen the final status update before we close the ticket.

General Process Common Questions

When will my issue be fixed and can I have a resolution ETA?

The time required to figure out the root cause of an issue can vary depending on several factors, including the complexity of the problem, and the quality of information provided. When we create a ticket and send it over our product and development teams this means input is required from the teams to investigate an issue further to determine if it is a bug. Once the ticket is created it is up to the product managers and development managers to prioritize and drive the fix to completion. Any team member at Walla can advocate on behalf of customers to reconsider a priority but, the decision to prioritize any ticket sent to the development team and product teams is ultimately their decision.

What makes a development ticket a Focus Ticket?

In order for a ticket to be a Focus Tickets that we send to development the issue either significantly disrupts key business functions where there is not suitable workaround, impacts reporting accuracy, or the issue is related to payments.

Other factors we consider when prioritizing tickets include but are not limited to:

Number of Users Affected: The impact on users is a key factor in determining the priority of an issue. This helps in focusing on problems that affect a larger user base.

Existence of Workaround: Whether there is a workaround for the issue is considered. Issues with available workarounds might be given lower priority.

Impact on Specific Product Areas: Some issues may have a more significant impact on specific product areas.

✋ We can not provide ETAs on when an investigation will conclude or when an issue will be resolved

Walla Support Issue Investigation and Resolution Process FAQ | Walla Support Center