🩳 In short 🩳

<aside> 🔈 At Stockly, communication between teams is handled through a ticketing system rather than an instant messaging system. Each team has its own ticket table which includes specifics, but the core fields & table structure are common. This helps us handle requests more efficiently for all involved parties.

</aside>

• ❌ Example of a request sent on Slack ❌

• ✅ Example ticket for the same request ✅

🎟️ Why use a ticketing system?

Implementing a ticketing system has many advantages, including:

🙋 Ownership 🙋

Tickets are assigned to a single Stockler, responsible for resolving the issue. Clear ownership prevents issues from being forgotten and unresolved.

🔢 Priorization 🔢

Severity is a mandatory input to tickets, thus helping the receiving team prioritize issues by level of urgency. Details in Ticket Severity

📕 Context 📕

Tickets provide a centralized forum to gather information & notify all Stocklers pertinent to the resolution of an issue. Scrolling through Slack isn't ideal to gather info.

♻️ Templating ♻️

Teams often have multiple requests of the same type for one another. Templating allows for these to include all necessary inputs upfront to hasten its resolution.

👣 Roadmapping 👣

Tickets allow to track issue recurrence and resolution. This helps feed the roadmap of new features & processes.

Example

👀 What does a ticketing system look like?

Below is a description of Stockly’s key ticket fields and the table built to visualise them.

🔑 Key Ticket Fields 🔑

All Ticketing tables have i) a set of fields common to all tables, and ii) fields relevant only to the team’s specificities.

• Example Screenshot of a Ticket

Below is a description of i), the common core of fields:

• Title: a concise description of the issue
• Severity: as per 🔢 Priorization 🔢
• Assignee: as per 🙋 Ownership 🙋
• Status: a Select property describing the progress on the issue resolution (Pending Workforce, Started etc.)
• Reminder: a date at which the person who set the reminder wants to be notified of the issue at the latest.

More details in Fields

⛩️ Table Structure ⛩️

Stockly’s ticketing system is built within Notion, which allows us to leverage all of our existing documentation and processes. All Ticketing tables at Stockly have the same skeleton structure.

• Example Screenshot of

At a glance we can already see which tickets have the highest severity and which Stockler owns them.

Sorting is both:

• ↕️ Vertical: Tickets are ordered up to down by descending severity, showing the most urgent tickets at the top
• ↔️ Horizontal: Tickets are grouped by status, sorting from Pending Workforce on the left to Done or Dropped on the right.

Thus the most important, least completed tickets appear on the top left.

🆘 Ressources

Ticket Severity

Dos & Donts

• Definitions

• Structure of a Ticketing System

  Example Ticketing Table [rename “Team_name Tickets”]

  Fields

Handling a Ticketing System

• Pierre 🤓 talking about this page on a podcast

⁉️ FAQ

➕ How to create a ticket?

1. Go to the ticketing table of the team the ticket should be assigned to. All team-specific ticket tables are under ‣.
2. Select the relevant template for your ticket
3. Fill in the information requested under Input
4. You're good to go 🙂

<aside> ⚠️ ‣ and ‣ pages should never say “please create a ticket in this table”. It should always be instead a button on which Stocklers can click and that automatically creates (and opens) a ticket in the correct table, using the correct template.

</aside>

You may refer to Fields to see which field you must, may or must not set.

🎚️ Which severity to select?

Please read Ticket Severity

⏰ How to add a reminder?

Most ticketing system have a hidden Reminder field (See Fields). To set a reminder you need to display the hidden properties with ˅ XX More properties (See Image 1), then the Reminder field should be on top.

1. Click on Empty
2. Select the date upon which you want to receive a notification
3. Activate the reminder by clicking on the None ˅ at the left of ⏰ Remind and select when you want to be reminded
4. Check that the date is in blue.

⏱️ How to specify a deadline?

<aside> ✋

</aside>

If however, you need the ticket to be done before a specific date (ex. a meeting with a prospect, a flash sale, etc) you can prefix the ticket title with For @Date.

For October 8, 2024, Notebook - Update EANs Answers and Sales

🔒 How to restrict a ticket?

See this Notion documentation.

Tickets that must be restricted will have a “🔒” in the Title.