Internal Development Request Process – Procedure for Managers & Directors

Purpose: The new Internal Development Request process is designed to streamline issue resolution and enhance the overall workflow by:

• Speeding up bug identification and resolution.
• Highlighting additional training needs.
• Clarifying enhancement requests.
• Delivering faster response times to internal development needs.

Steps to Submit an Internal Development Request:

Step 1: Select "New Ticket"

• Navigate to the Freshdesk system and click on the "New Ticket" button to begin the process.

Step 2: Choose the Correct Template

• In the "Ticket Templates" section, select the template titled "Supervisor Internal Dev. Request". This ensures that the request is routed to the internal dev support team.

Step 3: Complete and Submit the Form

• Fill out the required fields, particularly ensuring that the Description section is as detailed and specific as possible to help expedite the process.

Important Notes:

• Who Can Submit Requests: This form is available for all supervisors (including Service, SME, and Team Leads) to submit requests to the internal development support team.
• Approval & Delegation: Any delegation for the tasks must be directly approved by the development team.
• Tracking: All requests are tracked, and the form is the sole means of communication with the dev team. Agents should no longer reach out directly to the dev team—all communications should go through the form.
• Scope of Requests: The form should not be used for Freshdesk-related queries; its use is subject to change in the future.

When to Use the Form:

Supervisors are expected to use this form instead of team chats for the following requests:

• Feature Requests.
• Bug-Related Issues.
• User Permissions Updates.
• User Settings and Access for Freshdesk, Nova, or Ring.io (Ring.io-related issues should be directed to IT).

Exception: The only scenario where direct communication may be necessary is in the case of urgent, escalated one-off requests.

Process Expectations:

1. An agent reports an issue to their supervisor.
2. The supervisor troubleshoots and, if necessary, submits the internal development request via Freshdesk.
3. The internal dev support team handles the request and resolves the issue.

Supervisors are responsible for troubleshooting issues before escalating them through the form.