New - Critical Case Routing

Hi SG Community!

I wanted to pop in and share an exciting new development in our Technical Support system: Critical Case routing.

Similar to the old support system, we modified the ticket intake form to capture when urgent issues are occurring (locked out of site, compete outages, etc.)

With this update, our support team will become even better at prioritizing tickets in the queue. To learn more about how this looks and how to utilize it appropriately, please review our article: Critical Case Routing.

Thank you (again) for your patience as we continue to evolve and grow our support team. We are so thankful for your time and understanding, and we look forward to working with you in the future!


That is great news, when a service is so integral to the functioning of the bussiness this is a welcome addition.


I got to make use of this last week when we got hit with a gnarly regression. Support was right on it!


Thats good to hear Brandon! :slight_smile:

Slowly but surely things are getting back to normal!


Great stuff. I would have loved to have the link i Shotgun direct me to this page immediately: