This information is to guide Member Associations (using Freshdesk as an Agent), to escalate an EXISTING ticket for the attention of the FCP Support Team. First ascertain that you require the assistant of FCP Support Team, then follow these steps.

1) Assign to FCP Support Team

On the existing Fresh Desk ticket, change the group to FCP Support Team and then select an Agent.

Alternatively, if your support team requires access to viewing the ticket, assign an FCP agent only. Select an agent that has an FCP as a prefix

2) Assign a Priority

Priority LevelDescriptionExamples
LowSmall service degradation (business process can continue, few user affected)
MediumLimited degradation of service (limited number of users or functions affected, business process can continue)
  • Issue is visible to the end user and operations are affected
  • Usability issue, which can be corrected with a reasonable workaround
  • A non-critical functionality is unable to complete but is not affecting other functionality
HighSignificant degradation of service (large number of users or business critical functions affected)
  • Production site has been impacted; however, limited production can continue
  • Usability issue, which cannot be corrected with a workaround or the workaround significantly impairs their ability to complete their work
  • A non-critical functionality is unable to complete but affecting other functionality
UrgentService not available (all users and functions unavailable)
  • Production site is down and unable to recover
  • Loss/corruption of data has occurred
  • Data is unavailable to users
  • Failure of critical function(s) prevents production transactions from completing
  • Security is compromised
  • An action results in a system crash and the user is unable to continue

The Support Team will always strive to answer and respond to all tickets in a timely manner, so Member Associations can expect no change in response time's when using the correct priority level.

3) Click Add note

4) Add an FCP Support Team Agent

Add at least one member of the FCP Support Team. You may add more than one.

5) Description

Add a description

  • Please clearly explain the issue identified
  • Please provide detailed steps so the FCP Support Team can replicate the issue before submitted to the FCP Development Team
  • Be sure to include the level logged in at when issues was identified (Club or RA or MA Level)
  • Do not log all bugs in one long email, it is easier to break down issues in separate emails
  • Where helpful, please include screen shots within the email
  • When detailed information is provided, it will assist the FCP Support Team to resolve the issues you submit
  • The FCP Support Team may at times ask for more information to assist in resolving the issue, all communication will be through Freshdesk.

6) Click Add Private Note