Communication flow
Managing communication
To reduce the unnecessary communication between clients and developers, we are urge clients to submit questions and tickets to the service team. This will be done via email and the portal. This allows the service team to help answer your questions, gather details and make Jira tickets regarding your issues. Overall, reducing the need for developers to respond to clients and allowing them to focus on development.
When clients can send messages
We want clients to see the client channels as a place for emergencies or alarming situations. This can be, servers are down, application is broken and other major incidents. These incidents should be able to be told to clients when they occur instead of being found out. Clients should avoid posting bugs and tasks in the channels. A good way to measure if the issue is worth posting in the client channel is if the impact (users affected) and urgency (impact on business functions) are alarming.