Support Ticket Overview

What we'll review:

deverus Support Overview

Submitting a Support Ticket

Tips for Faster Ticket Resolution

Priority Levels

Understanding Ticket Statuses

Escalation Notifications

Support Overview

If you need to contact deverus, you can access your Support Center from the Support tab of your Verocity system. Here, you can access:

• The Support Center to submit questions and manage responses

• The Knowledge Base (Help Center) for information/resources/education

• The Community Forum for enhancement requests

Support tickets can be submitted when you need to:

• Report a problem with your Verocity system

• Ask questions about how your system works

• Request a system setup (an integration or system configuration that requires deverus assistance)

• Request training on certain topics

• Add a new user to the Support and Help Centers

Submit a Support Ticket

1. Access the deverus Support Portal by going to https://deverus.zendesk.com or by clicking your name in the top right-hand corner of the admin module:

2. Use your existing credentials to log in (or use the forgot password link if you have forgotten those login credentials).

3. Click on the link to Submit a Request:

4. Submit your ticket by filling out the form, similar to the below: 

Upon submitting a Support ticket, you will receive an automated email response letting you know it was submitted successfully. We will then respond with comments or additional questions to better understand the inquiry, or we may respond and solve the ticket if the answer is immediately available. You will receive an email notification for any responses to your ticket, which will include a link to open and view the ticket in your Support Center.

*NOTE* Please do not respond to notification emails; responses to the notification emails often come through garbled or may not be accessible to the Support Agent. Instead, click the link within the email to view the ticket, or access your deverus Support link as described above.

Tips for Faster Ticket Resolution

The more information, the better! You can help our team reach a swift resolution to your inquiry by following these tips:

1. Provide specific information: Providing any relevant client IDs, user IDs, or search IDs when submitting your initial request will greatly reduce back-and-forth, and will allow the Support agent to begin investigating immediately upon receipt of your ticket.

2. Attach any relevant information: Screenshots, documents, or replication videos are great ways to "show" the Support team the issue you are describing within the ticket.

3. Replication steps: This information is vital, especially when an error message is received. There are varying customizations to each Verocity system, so knowing exactly where the issue is taking place in your system is valuable. In some scenarios, we can even follow your replication steps while monitoring logs for any errors, which can help pinpoint the root cause and lead to a faster diagnosis. 

4. Separate tickets: Creating separate tickets for separate issues avoids any lost inquiries and helps us better serve you.

5. Isolate the issue: Let us know who is impacted and who isn't! This helps guide the initial investigation in the right direction depending on if it's a widespread issue, or happening for a single user.

Priority Levels

Zendesk has four pre-defined Priority status options. You and our Client Success agents both have the ability to edit the Priority of a support ticket. Depending on our findings, a Client Success agent may increase or decrease the Priority of a support ticket.

Low: A question about existing products or behaviors that is not restricting an order from completing or may require a minor fix. A feature request may be considered a Low Priority ticket. 

Normal: A single user issue may be considered as a Normal Priority, or known issue impacting many users with a defined workaround.

High: An incident involving multiple users and clients which restricts the ability for orders to complete where a workaround does not exist. A workflow which doesn't allow the user to complete their work in a timely manner may also be considered as a High Priority.

Urgent: Any Issue that (i) compromises the integrity, stability or security of the Application, Integration with End User’s third party Applicant Tracking System or Data, or (ii) (a) completely prevents the operation of the Application or Integration with End User’s third party Applicant Tracking System or in which work by a User cannot reasonably continue, and (b) for which there is no reasonable workaround.

The Client Success team receives multiple requests for assistance throughout the course of a day. To make sure that we resolve the most impactful issues in order, we apply prioritization techniques that take into account the products/users impacted, compliance, workaround options available, and more. Our team always strives to provide a standard and consistent level of support, no matter the issue.

Ticket Statuses

Open: A deverus support resource is actively investigating/working on the ticket. There are no action items for the ticket requester if a ticket is in this status.

Pending: An agent is requesting additional information from the ticket requester. Tickets in Pending status have scheduled reminder emails. If a ticket remains in Pending status for a period of time without response from the requester, it will auto-solve.

Hold: The agent is requesting information from a third party, or the ticket is associated with a development work order. When a development work order is completed, the zendesk ticket will automatically reopen for us to confirm functionality and solve the ticket. 

Solved: A deverus Support resource has provided an answer or tested a fix to confirm that the issue has been resolved.

Closed: The ticket will automatically update from 'Solved' status to 'Closed' status after a set time. Closed tickets cannot be reopened.

Escalation Notifications

When an issue is reported, there is a chance the issue may need to be escalated. These issues may meet similar criteria as an Urgent Priority ticket. deverus may take the following actions when an issue has been reported and confirmed to meet escalation criteria:

In-App:

The deverus Partner Success team utilizes an In-App messaging service to alert CRA admin users of platform issues, requests for feedback, and other items such as holiday coverage hours. These pop-up messages will show once an admin user logs into the admin module; however, these messages are not displayed to clients or HR users.

If a platform issue is preventing Admin users from logging in, the In-App messaging service will not be used. Instead, our Status.io page will be used to notify subscribers.

Status.io:

This website is a Third Party provider that allows businesses to update subscribers on issues, maintenance, and other items. Since Status.io does not live on the deverus platform, it is how deverus will notify subscribers of escalated issues. Users must enroll themselves into the mailing list by navigating to the page and selecting the 'Subscribe' button. If you are not already subscribed, we strongly recommend going to deverus.status.io and doing so.

Escalated issues will receive a root cause analysis (RCA) when one is made available.

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