We wanted to take a minute and explain and explain our development process a little bit so it would help you better understand Scurto Marketing's workflow/ticket system.


  1. Ticket Type: Problem | Priority: Urgent/High
    1. If there is either ‘Urgent’ or ‘911’ in the Subject/Title field, this ticket will go to the top of the stack for our developers to work on. 
    2. These sorts of tickets usually deal with the booking engine and a user not being able to make forward progress through the booking funnel to complete a booking or the website has gone offline.

  2. Ticket Type: Problem | Priority: High/Medium
    1. Our next ticket for developers to work on are general issues on the website.
    2. These will usually be time sensitive bugs or broken pages, either in the CMS or on the client side.

  3. Ticket Type: Problem - Feature Request | Priority: Low/Medium
    1. Low level bugs and Feature Requests.
    2. Bugs such as margins and padding being off on a view-port or a code snippet acting up.
    3. Feature Requests are updates or changes requested by our clients.
    4. These tickets generally take a little longer depending on our volume of tickets.
    5. We usually ask for our clients to allow at least one week to two weeks for Feature Requests to be completed. Of course, this depends on the depth of the ticket as well.
    6. These sorts of tickets are generally:
      1. Updates to the CMS such as marketing specials, blog posts and newsletters.
      2. Updates to the site cosmetically, change a font type or font size or new color palettes.
      3. Adding new web pages with features.


Scurto Marketing has produced a very powerful and robust VRM system. Within in its CMS changes updates to website pages and verbiage can be handled quickly and very easily. It was designed this way to ultimately give the client the power and ability to handle any updates to the site. Especially if they’re time sensitive.

 

Now, since it is a proprietary system, it can feel a little daunting to understand every feature at first. We know our clients need help from time to time figuring out a feature, so that’s why we have in our ticket system the ability to select ‘Question’ as a type of ticket, or if we see the word ‘Question’ in the Subject/Title of a ticket. It might be something simple that one of our developers can explain quickly and then our client can handle on their own. 

 

Of course, Austin Rodgers, our marketing manager and CMS guru is always willing to assist our clients through CMS training and refreshers when needed.

 

I hope this explanation of our workflow helps you and your team in the future know when and what type of ticket to create in order to get the quickest help possible for your website.