Audience: Mixed. Useful for anyone investigating a merchant issue before raising a ticket, and for Tech-CS triage deciding what detail needs pulling and attaching.
Purpose: A quick guide to where to look when investigating an issue, what each tool can and cannot tell you, and what needs to be manually pulled across into Jira.
Why this matters
Engineers do not have Zendesk access. Any merchant detail, case history, or screenshot they need has to be pulled by whoever raises the ticket and included in or attached to the Jira ticket itself. If this is missed, the ticket comes back with questions and the issue takes longer to resolve.
Zendesk
- What it is for: Merchant support history, the original case detail, and any screenshots the merchant has sent.
- What to pull before raising a ticket: Merchant name/ID, order number, SKU, exact error text, and any screenshots attached to the ticket.
- Caveat: This is the one tool engineers cannot see themselves, so treat it as the source that must be transcribed across, not just linked to.
Stripe
- What it is for: Read-only access for investigating payment issues, failed charges, duplicate billing, refund status.
- What to pull before raising a ticket: Relevant transaction ID(s), charge status, and a plain description of what looks wrong (e.g. two charges for one order).
- Caveat: Read-only, so any fix (refund, charge reversal) still needs to go through the correct engineer or process, not actioned directly from Stripe.
Admin Dashboard
- What it is for: Order-level detail, order status, and confirming what the merchant is actually seeing.
- What to pull before raising a ticket: The order URL/number, current status, and a description of what is expected vs what is showing.
OMS
- What it is for: Merchant account and billing detail, pricing/display issues, sales channel connection status.
- What to pull before raising a ticket: Screenshot or description of the specific field or screen that is wrong, and the merchant ID.
General rule of thumb
If it is not in the Jira ticket, the engineer cannot see it. When in doubt, over-include rather than under-include, a screenshot and a merchant ID cost nothing to attach and save a round trip of questions.