In order to better serve the agency with automated reporting and data ingestion, we follow a framework to help us better understand the classification of your request. This will allow the Pathfinder Team to then focus on what the level of effort is required and better manage time to complete tasks.
NOTE: Any new email requests sent without classification will be automatically assigned a LOW priority.
To provide an accurate classification, follow this framework/guide:
- High: Urgent issues affecting live campaigns or similar time-sensitive issues/bugs, critical reports, or a major client deliverable that have been previously discussed with Data team.
- Example: Data output error in a client-facing dashboard or data not being ingested.
- Medium: Issues affecting long-term optimization or upcoming deadlines.
- Example: Tags not working for a new campaign recently launching in a week resulting in mismatched numbers.
- Low: Non-urgent requests or enhancements or not something needed within the next 5 days.
- Example: Historical data clean-up or modified graphs and images.
How to include your classification:
- All email requests must include @Pathfinder Support on CC no matter what
- The subject line should be formatted: “[CLASSIFCATION] – [CLIENT NAME] – Details of request”
- Example: Medium – VNS Health – Tracer mismatches Facebook platform data
- In your request - include the justification for the level of priority chosen. We understand deadlines clearly for urgent issues but the more we understand, the better we can act
Some grounding: HIGH does not mean the work will be done immediately.
- While we take high priority and urgent matters seriously, there are instances where the work required to make the change is also high, meaning it will take time. We will be clear in communication on expectations.
- You also play a part! We rely on you all to verify, QA and sometimes collect additional information for us. If you are unable to move as quickly as you need us to, we may lower the classification of your request so another task can be taken care of.
When making a support request, including as many data points as possible will help the team more easily triage and troubleshoot what is going on. Please include answers/details for the following:
✨ What Tracer report(s) or Looker Studio visualizations are showing this incorrect data? Please include the URL and describe any filters that were used.
✨ What date range are you looking at?
✨ What incorrect values is the report/visualization showing?
✨ What are the expected values?
✨ Was the data correct in the Raw Data report? Please include the URL of the report that was checked.
✨ What other Tracer reports were reviewed? Please include the URL of the reports that were checked.