Yonder Support Desk
Discover how to effectively utilize the Yonder Support Desk to troubleshoot and resolve issues with your product or service in a timely manner, ensuring a seamless customer experience.
Ticket Categories
Service request
A Service Request can be e.g.
- update or change in the workflow
- upload or diffing of documents
- help with the user management
- reset password
- renew software licenses or
- guidance and questions about Yonder
The Service Request will be closed, once the request has been solved and the customer has been informed.
Bug
A Bug ticket points out an issue with Yonder. It may be e.g. some interruption in the product or a decrease in our service/product quality.
The bug ticket will be closed once the issue is solved and the customer has been informed.
Feature request
A Feature Request is a ticket raised to ask for changes or add new features to Yonder, as new features, major changes or add-ons to already existing features.
The Feature Request will be assigned to the product team, classified and stored within our Idea Bank. The customer will receive an information and the Feature Request ticket is closed.
Yonder will follow up internally on the Feature Requests.
The Idea Bank will be regularly reviewed and those Feature Requests matching with the planned features will be treated accordingly.
In general the Feature Requests are also taken as an input for a Yonder Development Roadmap.
Ticket Status
| Status | What does that mean? |
| Open | A request has been submitted and received but our team has not yet responded or reviewed the request. Every request begins in this state. |
| Assigned |
The request has been reviewed and “assigned” to an agent to begin working on it in future. This is the first step in the request’s journey through the process and allows Yonder to confirm with the customers that we are aware of their request. |
| To Do | Ticket is in our backlog, e.g. a Development Ticket has been opened but it is not yet "In Development”. |
| In Progress | Our Team is working on it. |
| Blocked | The issue is waiting e.g. for input from another team, it is planned to be handled in the scope of another epic / product story or reproduction recipe is not comprehensive / missing. |
| In Review | The issue is in (code) review. |
| Ready for Testing | The issue could be fixed and will now be tested. |
| Testing | The issue is in Testing. |
| Waiting for Customer Feedback | The agent who is working on the ticket is waiting for feedback from the customer. |
| Closed | The issue is solved, the customer has been informed and the ticket is closed. |
Major Outage of Yonder
In case of a complete outage of your Yonder tenant (your tenant is unresponsive, the dashboard cannot be loaded, even after a couple of refreshes) please contact your internal IT Support Desk. If the issue is not related to your internal IT, your IT Support Desk will make sure that the issue is escalated to Yonder.