Frequently Asked Question

First of all, what ever works best for you. 

Tickets are best for requesting small to mid sized requests. Larger requests should start as an email, so we can develop the engineering and creative specifications. Then SWD may decide to break up the larger request into several tickets, OR, email threads (back end, front-end and so forth)

Theoretical discussion, service comments, and items not directly related to the ticket's request, should be sent via email, as they will detract from the workflow of the request. Keep posts to the request thread directly related, i.e. the actual request, replies to us on requested items and actions, edits, and bugs, test results. Once the request is done and published, unless a bug is to be reported, pleqase create a new request.

Examples, 

1. project X is live and you notice you would like to add a capability, or change something from A to B, start a new ticket. 
2. The project has be live now, and you discover a bug, create a new ticket. 
3. A request is done, has been posted to test, and all seems fine, but, you would like to add to the original request, start a new ticket.

Other points to consider;

1. Do not confuse threads on tickets please. Make sure you are posting to the correct thread.
2. Remember the goal of tickets is to create a uniform way of asking for requests, and a way we can both go back and review the problem in the future, or a similar problem, quickly and completely.
3. We do check tickets first, emails second. Tickets are guaranteed to be received and are secure. Emails are never guaranteed to be received and while they are secure on our end, make sure your end is secure too.
4. You do not need to send us an email that you created or responded to a ticket, we get an email from the system.
5. More than 3-4 attachments should be zipped and attached to a ticket, or email, that way. Emails should not have more than 20-25 MB in size for all the attachments. 

As we always say,

STOP. THINK. DO.