In this article, you will learn how:
How Remedly Receives Platform Change Requests
There are two different types of requests to change to the platform:
- Develop new features = enhancements
- Fix functionality issues = bugs
These requests are received via email to support@remedly.com or through conversations with our customer success or product teams.
For documenting these requests, Remedly uses two ticketing systems to manage the funnel of requests:
- Zendesk: requests are received from support@remedly.com and managed by our support and customer success teams.
- Jira: requests are communicated to and developed by our engineering team. These tickets are identified as RM-#### so you may see this referral in Zendesk or other communications.
For feedback received through conversations, our team will create a Zendesk ticket to help track the delivery of the request.
Note: If our team reaches for details or with clarifying questions, please be responsive cause the ticket will automatically close after 5 days.
Platform Development Cycles
Remedly development cycles target to deliver a new release every 3 weeks. Sometimes there are challenges which force a release to get delayed, but usually not more than one additional week.
Before a cycle begins, the team decides which requests should be worked on in the upcoming release. The team weighs many factors to determine which requests to work on, including:
- Engineering capacity per release
- Estimated engineering hours required per ticket
- How many accounts will benefit
- Level of impact on improved workflows (is functionality used frequently or rarely?)
- Impact on driving sales
Our team tries to strike a balance on delivery of both new features as well as bug fixes in each release. Unfortunately, it is not possible to deliver on all requests due to resource capacity.
Once the tickets are assigned to a release, engineers develop the code over approximately 2 weeks, then Quality Assurance tests the new code for stability for approximately 1 week. With their approval, the release is ready for our production environment where you benefit from the changes.
Release Announcement
The week of a release, an announcement is provided in the platform of the upcoming release, including the target release date.
When the release is available in the production environment, another announcement is provided including highlights of the release enhancements.
Release Notes are available in the Help Center under Announcements for each release, providing details on all new features and functionality.