Internal Support Tickets

Internal support requests are raised in Spark. This gives the team one place to submit, assign, track, and manage requests. Client-facing tickets will follow later.

Raise a ticket

1. Go to http://spark.oechsli.com and sign in with Google.
2. Click Support in the left navigation to open the ticket dashboard.
3. Click the blue + icon.
4. Fill in the ticket:
   • Give it a descriptive name.
   • Select Oechsli as the account.
   • Assign it to the appropriate team member.
   • Add a description, and an image or link where it helps.
5. Submit.

Statuses

Status	Meaning
Open	The ticket has been created.
In Progress	A team member has begun work.
Resolved	The request was fulfilled and needs sign-off.
Closed	The ticket was completed to satisfaction.
On Hold	Waiting on a client to proceed.

Notifications

You'll get an email when someone creates a ticket assigned to you, changes its status, comments, mentions you, or reassigns it to you.

When to raise one

Use a support ticket when you need another team member or department to fix an issue, make an update, create something, or provide assistance.

Department	Example request
Website	Change where a form submission is routed
Design	Create a new graphic or newsletter banner
Technology	Troubleshoot a login or software issue
Content	Write an article for the Oechsli newsletter

Write a ticket someone can act on

Include enough detail that the person receiving it understands exactly what you need. Add a screenshot, link, or example where it helps. Keep requests professional and considerate of your coworkers.