HelpScout

• Description: HelpScout is our platform for managing smaller tasks and handling tickets from Your Store Wizards Partner (YSW).
• Access: Help Scout
• Terminology:
  • Ticket: Refers to HelpScout tickets.
  • Task: Used for JIRA or Basecamp tasks.
  • YSW: Your Store Wizards.

New Ticket Workflow

1. YSW Support assigns the ticket to the Minnek Team.
2. The team analyzes the feedback and determines if a quote is required.
3. Joe (from YSW) reviews the quote and shares it with the team.
4. If the ticket is approved, it's moved to JIRA for development.

Completed Ticket Workflow

• If the task is completed in JIRA or requires client feedback, the team responds to the client within the same HelpScout ticket.
• If the client approves the changes without further feedback, the ticket can be closed in HelpScout.