What's new
Keep up with changes to our technical support tools and policies.
December 15, 2023
- Added documentation about the following topics:
August 23, 2023
- We expanded the scope of our support services beyond the Platform Support Operations (PSO) and rebranded it as Enterprise Technical Support. This evolution enables us to cater to a broader range of products on our platform, including Storefront, Storefront Pro, Connect API, Catalog, Caper, In-store Associate App, Instacart Platform Portal, and Ads API. Whether you require assistance with our existing offerings or need support for new features, our dedicated team is here to provide you with the technical expertise and guidance you need.
- We made it easier for you to receive immediate support for P0 (Priority 0) issues without calling our hotline and leaving a voicemail. Our revamped system ensures that your high-priority concerns are addressed promptly by automatically paging our on-call team of experts.
June 12, 2023
The Enterprise Service Desk has a new look and an improved request workflow. We simplified the number of forms and fields that were required to create tickets. For more information, see Request types and Common fields.
April 17, 2023
We added details about how the impact classification on a request corresponds to the priority of the ticket. For more information, see Priority.
We heard the feedback from the users of the Enterprise Service Desk and updated the available statuses.
The following table shows the new status name, the former status name, the applicable request types, and the definitions:
| Status | Former status label | Issue types | Definition |
|---|---|---|---|
| New | Triage | All | A net new ticket that is ready to assign to a team member. |
| In Progress | Doing | All | The assigned team member is working on the ticket. |
| Resolved | Done | All | The assigned team member has completed their actions. Other actions may be required by other teams. |
| Pending Engineering | Pending Engineering/Product | All | Waiting for Engineering to investigate a ticket. The assigned team member follows up with Engineering on the issue resolution. |
| Pending RCA | Pending RCA | Bug | Waiting for a reporter-facing Root Cause Analysis (RCA) to be created and issued. Used for P0 and some P1 tickets when reporters request an RCA. |
| Pending Reporter | Pending Reporter/Partner | All | Waiting for the person who submitted the ticket to respond with more information. Tickets will be marked as resolved after three attempts to contact the reporter without a response. |
| Pending Reporter in QA | Pending Reporter/Partner | All | Waiting for the reporter to verify a fix. The ticket will close automatically after a set amount of time if no response is received from the reporter. Note that auto-close dates can be shifted depending on the context. |
| Pending Deployment in UAT | Pending Deployment | Bug | Waiting for a fix to be deployed to the user acceptance testing (UAT) environment. A team member verifies the fix and updates the ticket after deployment. |
| Pending Deployment in PRD | Pending Deployment | Bug | Waiting for a fix to be deployed to the production environment. A team member verifies the fix and updates the ticket after deployment. |
| Pending Feature Intake | Pending Feature | Feedback | Waiting for Engineering and/or Product to scope the ticket as an Intake request for net new functionality. |
| Pending Scheduled Execution | Pending Scheduled Execution | Task | Waiting for a scheduled day and time to perform an action. The assigned team member updates the ticket status after the action is complete. |
| Pending Support | Doing | All | Waiting for the assigned team member to take the next step. |
| Removed | Pending SolDev/Project Team | n/a | A ticket is assigned to the Solutions Delivery Team or Project Team for action. |