Overview
The goal of IDI’s Standard Developer Support offering is to offer a better experience to customers and third-party developers for the Web API support process with the goal of clearer communication and trackability.
For questions and issues related to IDI’s web APIs, we have provided a simple way for you to submit and track your questions through E-Support. Each question will be a unique ticket with the ability to create journals and track emails.
Time spent by IDI Engineering triaging these tickets will be logged to your Support and Advisory hours. The current work order used for tracking all your questions will be closed. If you have any outstanding questions logged under the work order, please submit a ticket for each question.
Questions and inquiries that require more of a consulting service and possibly a larger engagement will require a work order to be opened and approved for that specific engagement. This will allow the work to be scheduled in the development backlog. The determination whether a work order is required will be a collaborative process between you, your Account Manager and Engineering Support.
Submitting a Ticket
A ticket will need to be opened for each request for support. To open a ticket, log in to the IDI E-Support web portal. Once logged in, navigate to Resources > Developer Resources.
From there select the Got Questions button. 
You will then be presented with a simple form where you will enter the Title and Description of your support request. The form also includes guidelines for the types of information helpful in answering your questions.
Once the Submit Ticket button is selected, you will automatically receive a confirmation email which will have a link back to the ticket in E-Support. The confirmation email will be from support@support.idibilling.com.
Viewing Developer Support Tickets
Once the ticket has been submitted you can view and add journals, view emails, and view the resolution of your ticket through the Tickets Detail page in E-Support.
You can also view a list of all Developer Questions through E-Support. You can navigate to this list by selecting the View > Developer Questions menu option.
You can sort, search and filter the results using the top two header rows in the results grid. You can also export to Excel or PDF using the menu options under the Ticket Tools menu option.
Ticket Statuses
Tickets can be in one of four different statuses at any given point in time.
The table below describes what it means when a ticket is in a particular status.
| Ticket Status | Description |
| Open | Ticket has been opened and is in queue to be claimed by engineering |
| In Progress | Ticket has been claimed by a member of engineering and is being worked |
| Resolved | Engineering feels they have found a resolution to the ticket. At this point they would put the describe the resolution in the resolution field with a resolution type.
Resolution Types:
|
| Closed |
Note that status can oscillate from In Progress to Resolved and back.
Relevant Ticket Dates
A ticket will contain an Action Date and a Commit Date.
Action Date: Target of 1 business day for a ticket to progress from Open to In Progress
Commit Date: Target within 3 business days for initial ticket resolution to be identified
