Ticket Priority Levels
| Low This is a ticket with a flexible timeline and should not take precedence over other tickets with the same timeline/due date; timeline is negotiable as long as communicated with the ticket manager. | Normal This is a standard ticket that should be met within the set timeline/due date but can be moved to make time for priority projects such as high/urgent tickets; timeline is negotiable as long as communicated with the ticket manager. | High This ticket is a priority and should be addressed before any other tickets with the same due date; nonnegotiable timeline/due date | Urgent This ticket should be addressed immediately or as soon as possible; non-negotiable timeline/due date. If you are submitting an Urgent ticket, please immediately talk to the team members involved in-person to go over the project. |
Ticketing Faux Paws
| common issues (a-z) | why it matters | solution |
|---|---|---|
| Adding a Creative Team Member Not Originally Requested | Inaccurate Ticket Data | Include at Submission |
| Forgetting to Update Assignee When Passing | Extends Timelines | Update Assignee |
| Reassigning/Passing Same-Day Tickets After 12 pm PT | Bloat, Disruption | Mark High/Urgent Priority If Needed |
| Reopening Solved/Closed Tickets Without Updating Assignee | Inaccurate Ticket Data | Assign to Admin |
| Submitting Bulk Requests in Single Ticket (*Corp Groups Exempt) | Inaccurate Ticket Data, Bloat | Submit Separate Requests |
| Web Builds + Logos Due Same Day (*Subject to Service Delivery Needs) | Cart Before Horse | Submit Logos First |
| Pushing Due Dates (*Without Communicating to Delivery Manager) | Jeopardizes Delivery | Request Extension via Slack |
Frequently Asked Questions
| question | answer |
|---|---|
| What is the recommended time for ticket submission? | You can submit 24/7, but only ticket submissions received by 12pm PT will include that day, otherwise the timeline will start the following day. Exceptions will be made for high and urgent priority tickets. |
| What alternative do you recommend for bulk submissions? | Submitting in bulk is often the fastest way to submit tickets during a busy day. If you’re feeling pinched for time, we recommend submitting a parent ticket and opening child tickets for each additional request. |
| May I request specific team members for my ticket? | Yes! Contact Admin via Slack. |
| What if the assigned team member is out of office? | Please reassign the ticket to the Admin Profile. |
| Who manages Zendesk? | Internal Admin: Creative Director | Digital Admin: Senior Backend Developer |
| Why was my ticket solved? | Tickets of any status are solved by Admins if there are no updates for 90 days. |
Copy Return Times
| ticket type (a-z) | business days | edit requests | scope creep risk |
|---|---|---|---|
| Brand Identity: Slogans, Etc. | 2-3 Business Days | 1-2 Business Days | Low |
| Brochure Copy | 3-4 Business Days | 1-2 Business Days | Med |
| Flyer Copy | 1-2 Business Days | 1-2 Business Days | Low |
| Job Descriptions | 3-5 Business Days | 1-2 Business Days | Low |
| Newsletter Copy | 1-2 Business Days | 1-2 Business Days | Low |
| Press Releases | 1-2 Business Days | 1-2 Business Days | Low |
| Reputation Management | ASAP | 1-2 Business Days | Low |
| Scripts | 1-2 Business Days | 1-2 Business Days | Low |
| Social Media Posts | 1-2 Business Days | 1-2 Business Days | Low |
Design Return Times
| ticket type (a-z) | business days | edit requests | scope creep risk |
|---|---|---|---|
| Advertisement | 3-4 Business Days | 1-2 Business Days | Low |
| Brand Guidelines | 1-2 Business Days | 1-2 Business Days | Low |
| Brochures | 2-3 Business Days | 2-3 Business Days | Med |
| Business Card | 2-3 Business Days | 1-2 Business Days | Low |
| Employee Handbooks | 3-4 Business Days | 1-2 Business Days | Low |
| Flyers, Handouts | 2-3 Business Days | 1-2 Business Days | Low |
| Folder | 2-3 Business Days | 1-2 Business Days | Low |
| Forms (Editable, Flat) | 2-3 Business Days | 1-2 Business Days | Low |
| Letterhead | 1-2 Business Days | 1-2 Business Days | Low |
| Logo Design | 5 Business Days | 2-3 Business Days | High |
| Logo File Preparation | 1 Business Day | N/A | Low |
| Logo Refresh | 2-3 Business Days | 1-2 Business Days | Med |
| Newsletter (Graphic Only) | 1 Business Day | 1-2 Business Days | Low |
| Newsletter (Standard) | 2 Business Days | 1-2 Business Days | Low |
| Newsletter (New Template) | 2-3 Business Days | 1-2 Business Days | Low |
| Postcards | 2-3 Business Days | 1-2 Business Days | Low |
| Poster | 2-3 Business Days | 1-2 Business Days | Low |
| Promo Items (Stickers, etc.) | 1-2 Business Days | 1-2 Business Days | Low |
| Rack Cards | 3-4 Business Days | 1-2 Business Days | Low |
| Referral Cards | 2-3 Business Days | 1-2 Business Days | Low |
| Signage | 2-3 Business Days | 1-2 Business Days | Low |
| Social (Standard: 1-2) | 1-2 Business Days | 1-2 Business Days | Low |
| Social (Large: 3-5) | 2-3 Business Days | 1-2 Business Days | Low |
| Social (XL: 6+) | 4-5 Business Days | 1-2 Business Days | Med |
| Window Clings | 2-3 Business Days | 1-2 Business Days | Med |
Frequently Asked Questions
| question | answer |
|---|---|
| Brand Refresh vs. Brand | A brand refresh involves subtle updates to your client’s existing visual identity while preserving core recognition elements. In a refresh, the original logo remains recognizable, though it might be simplified, refined, or modernized. You’re typically updating color palettes, typography, or secondary design elements while keeping the essential mark intact. A brand redesign, by contrast, involves a comprehensive overhaul of your client’s visual identity. This includes creating an entirely new logo, completely reimagining the color system, and developing fresh design elements. |
| Where should I store my client’s library of photos? | Please create a Photos folder in your client’s Dropbox folder. Please provide a link to this folder in the project direction of your Website Build ticket. The sooner creative has access to these photos the better. |
| Can I provide an example image for creative to replicate? | Yes, you can submit an image or scan of a previous flyer, poster, postcard, etc. that we didn’t design for us to replicate. If you do, please send to copy first to extract the text and proof for design. |
| How do I know if my client’s photos will work? | Starting with high-resolution images gives you flexibility, while enlarging low-resolution images for print leads to disappointing results. When referring to image size, you’ll often hear “DPI” or “PPI” in regard to image resolution. For screen display, 72ppi is standard, while print typically requires 300ppi for quality reproduction. If you are unsure, resolution generally tracks file size, so a larger file size likely indicates a higher-resolution photo. When resizing images: -You can reduce size/resolution without losing quality -Increasing size/resolution often results in pixelation and quality loss |
| What is the proper size formatting? | The proper format for dimensions is always width × height (W × H). The width-first convention is universal across design fields. For example: -A business card might be 3.5″ × 2″ -A standard poster could be 24″ × 36″ -A website banner might be 1200px × 300px |
| What are crop marks and bleeds? When are they needed? | Crop marks are thin lines printed at the corners of your document indicating where to trim the paper. Bleeds are extra margins (typically 0.125″) where your design extends beyond the final trim size. They ensure there are no white edges on the final printed piece. These elements are needed when: -Your design has color or images that extend to the edge of the page -You’re working with professional printers -You need precise trimming |
| What is RGB? What is CMYK? | RGB is an additive color model where colors are created by combining light. It’s used for digital displays like screens, websites, and anything viewed electronically. RGB creates vibrant colors perfect for digital work. CMYK is a subtractive color model used in printing, where ink absorbs light to create colors on physical media. CMYK is essential for print materials. |
Development Return Times
| ticket type (a-z) | business days | additional notes |
|---|---|---|
| Email Addresses | 1 Business Day | N/A |
| Site Speed Tests | 1 -2 Business Days | N/A |
| Domain Transfers (Registered) | 1 Business Day | Domain is registered with GoDaddy. Notify Alex ASAP. |
| Domain Transfers (Unregistered) | 5-7 Business Days | Domain is NOT registered with GoDaddy. Notify Alex ASAP. |
| DNS Migrations | 3-4 Hours | Monday, Tuesday, Wednesday only. Notify Alex ASAP. |
| Email Migrations | 2-5 Business Days | Timeline depends on how many accounts and how large. Notify Alex ASAP. |
Frequently Asked Questions
| question | answer |
|---|---|
| What are the next steps for an email migration? | We must set up a Google Workspace account. The client can either set up their own Google Workspace account (“Business Starter”) and then provide us with the login information for the account so that we can set up the domain, or we can create a new Google Workspace for them. In order to create a new Google Workspace for them, we would need the following information: 1. A valid credit/debit card to create the Google Workspace account. We will need the card number, expiration date, CVV code, name on the card, and the billing address. 2. The name (first name and last name) that they would like to use for the new account. 3. The email address they would like to use as the admin email on the account (for logging in to the admin panel). 4. We will also need an email that is not associated with the domain (can be a Gmail or any other email that isn’t @clientsdomain.com) to add to the account for them. 5. We will also need the password for each email account they wish to migrate. It will also help if we know where they currently login to their email (eg. mail.domain.com, webmail.domain.com etc). Here is the pricing information for Google Workspace https://workspace.google.com/pricing.html |
Website Build Return Times
*Edit requests are 1-2 business days per person assigned for each website ticket type.
| ticket type (a-z) | Copy | Design | Development | total | scope creep risk |
|---|---|---|---|---|---|
| Website Build | 3-5 Business Days | 3-5 Business Days | 5 Business Days | 8-10 Days (Staging) | High |
| Website Only Build | N/A | 3 Business Days | 3 Business Days | 6 Days (Staging) | High |
Website Update Return Times
*Edit requests are 1-2 business days per person assigned for each website ticket type.
| ticket type (a-z) | Copy | Design | Development | total | scope creep risk |
|---|---|---|---|---|---|
| Custom Page | 1-2 Business Days | 1-2 Business Days | 1-2 Business Days | 3-6 Days (Staging) | Med |
| Google Landing Page | 1 Business Day | 1 Business Day | 1 Business Day | 3 Days | Low |
| Reviews (RYE) | N/A | N/A | 1 Business Day | 1 Day | Low |
| Service Page | 1-2 Business Day | 1 Business Day | 1 Business Day | 3-4 Days | Low |
| Website Edits | 1 Business Day | 1 Business Day | 1 Business Day | 3 Days | Low |
Where To Submit
| ticket type (a-z) | internal team | digital team |
|---|---|---|
| Website Build | Primary | Do Not Submit |
| Website Only Builds | Primary | Secondary |
| Custom Page | Primary | Do Not Submit |
| Landing Page | Primary | Secondary |
| Review (RYE) | Primary | Secondary |
| Standard Page | Secondary | Primary |
| Urgent Website Edits or Site Errors | Primary | Secondary |
| Website Edits & Updates | Secondary | Primary |
SEO (Search Engine Optimization) Return Times
| ticket type (a-z) | business days | edit requests |
|---|---|---|
| Content Updates (Small: 1-2 pages) | 1-2 Business Days | 1-2 Business Days |
| Content Updates (Medium: 3-4 pages) | 2-3 Business Days | 1-2 Business Days |
| Content Updates (Large: 5+ pages) | 4-5 Business Days | 1-2 Business Days |
| Optimize Yoast SEO Ratings | 3-4 Business Days | 1-2 Business Days |
| Site Speed Tests & Updates (Developer) | 1-2 Business Days | 1-2 Business Days |
| Titles & Metas (Basic) | 1-2 Business Days | 1-2 Business Days |
| Titles & Metas (Site Audit) | 2-3 Business Days | 1-2 Business Days |
Frequently Asked Questions
| question | answer |
|---|---|
| What is the max amount of website builds I can have due in a given week? | While we can’t predict web build volume, our developers can comfortably work on 2 builds per week total (3 maximum). We may need to adjust timelines when ticketing multiple builds due to capacity, so please work with the Admins and Marketing Director on build priority if you have more than one website build to manage at once. |
| When do I need a staging link? | A staging link is required for all custom website edit requests or new custom pages. You can also request a staging link for client review at your discretion. |
| Can I have multiple staging sites open? | No. We only have one staging site per client at a time. If you have multiple tickets that require staging links, the changes will all be added to the same staging site and pushed live as a group. If you need to stagger publishing, please place additional requests on hold until the initial request is pushed live. |
| Can I update a live site while a new site is being built? | Yes, but please consider that keeping track of two sets of edits — changes that will need to be reflected on the live site and the new site — is challenging and adds bloat to the developer workflow. If possible, please only ticket high or urgent priority changes for the live site and add lower priority requests to the new website build ticket. |
| Am I supposed to pass website-only designs directly to a developer? | No. Please update the assignee to Admins and set the ticket status as open so the ticket can be reviewed for reassignment. |
| What website edits are considered urgent? | Immediate Notice Pop-ups, banners, or sliders added to the site to announce an immediate hospital closure, phone line issues, weather emergencies, or disasters. Inaccurate Contact Information Pertinent info such as the phone number, hospital address, or other contact information is incorrect. Broken Components If a component is broken on a website, especially the homepage, and it is impacting the user experience in such a way that they are unable to properly interact with the site, this is considered an urgent request. This is a functional issue and does not include cosmetic issues like spacing, something looking “off,” or similar issues that aren’t impacting the user experience. Error code: 500 Like the 404 error code for customers, 500 is the most common error code internally for those monitoring server issues. It usually indicates an issue with the user request not being able to communicate with the server which results in an error 500 message appearing. Error code: 502 This error message indicates something more serious with the server connection. It’s a connectivity issue as the server the user is requesting the information from is not connected and indicates a Bad Gateway problem. A solution to this would be to use a server monitoring tool that can alert you when the server goes down. Error code: 503 If your website is currently offline the users trying to access the server will get this error code. Usually, this occurs when there is planned maintenance work or unplanned downtime on the server. Error code: 504 The timeout error occurs when the server is taking longer than the required period for a response. This error message is generated in this case and it could be an indicator that there is an issue with the server or simply a one-off issue that caused the response time to take longer than usual. |