What's the deal with routing support calls lately?

[JamieA]

Seems like Atlassian opened up a new support office in San Serife, Brazil or somewhere. Are tickets from clients from certain countries or certain organisations routed there automatically, or is by time of day or something?

Because recently all my organisation's support tickets seem to be going to Brazil. I'm sure the staff will be excellent once they get up to speed, but right now, it's kind of obvious that they're still learning the ropes and the products.

[tier-0 grump · Accepted solution]

I'm sure Jeremy will probably jump in and give a more complete answer than me, but essentially we base support on Time Zones - see Jeremy's blog post for more details. So it is likely that Porto Alegre is handling most of your orgnisations initial point of contact. Issues however do migrate between the regions, they are handed over to other regions in a follow the sun mechanism, especially if they are high priority issues. Experienced engineers are available as well to keep an eye on the internal escalation queues, and we always have (by always I mean during Sydney office hours, before anyone thinks I'm promising to start working night shifts in Sydney :-)) at least one developer in the Sydney office who steps in and assists really thorny support cases. It does mean that the most technically challenging cases can sometimes appear as if they've fallen down a rabbit hole, but we try really hard to make sure everyone gets a consistent support expeience regardless of their time zone.

As for the staff in Brazil, you're right they are a little newer to the team, but they are rapidly learning the product suite and I've personally been involved in many late night conversations with the team down there, they're a bright enthusiastic bunch and they are quick learners.

Of course if some aspects of our support don't live up to the standards you expect, then please let us know on the support cases themselves, either by esclating or leaving a comment.

Thanks

James

[JamieA]

Thanks for your answer James.

[Radu Dumitriu]

http://www.youtube.com/watch?v=vcgVnqcYmww