This article explains how to use the Internal Professional Services Request ticket pipeline and the process for requesting internal support
New PS Ticketing Pipeline: Internal PS Request
We have introduced a new ticketing pipeline, called Internal Professional Services Request, to manage internal support requests from the Professional Services (PS) team. This pipeline serves as a formal request system for internal stakeholders, enabling regional teams to prioritize, schedule, and track requests efficiently.
The Internal PS Request pipeline is separate from the Solutions Engineering pipeline, which is used to assist Wingtra Sales and Partners with technical inquiries, product comparisons, and roadblock resolution that could help close qualified deals.
Purpose of the Internal PS Request Pipeline
The Internal PS Request pipeline enhances visibility for regional Team Leads and VPs, allowing them to track and manage requests directed to the PS team. This improved oversight ensures better allocation of limited resources.
This pipeline provides a way to differentiate between:
- Solutions Engineering (SE): Where a deal has been created, and the SE team provides pre-sales technical support.
- Internal PS Requests: Where there is no specific commercial deal, but internal teams need technical expertise or support.
The Internal PS Request pipeline functions as a dedicated support system for internal and non sales-related technical challenges. It enables the PS team to provide expertise even when a deal has not yet been established, facilitating investigations and proactive problem-solving.
When to Use the Internal Consulting Pipeline
Use this pipeline for support requests such as:
- Product/software comparisons and testing
- Product launch support (Alpha and Beta)
- Regional marketing campaigns
- Influencer support
- User conferences
- Partner event support
- Key account development support
- Strategic partner initiatives
- Strategic internal initiatives
- Presentation and webinar support
How to request PS assistance
The first step to ask for assistance is to submit a ticket by emailing support@wingtra.com outlining the task with all necessary information. Professional services will create a ticket based on the request and respond.
Seamless Transition to Solutions Engineering Pipeline
If a sales opportunity arises during the support process, a deal can be created, and the ticket can be transferred seamlessly to the Solutions Engineering pipeline, with the deal attached for further handling.
Key Benefits for Internal Teams Requesting Support
- Simplified Request Process - A structured system for submitting, tracking, and managing support requests.
- Better Visibility & Prioritization – Ensures leadership can monitor and allocate resources effectively.
- Smooth Transition to Sales Support – Easily transfer requests to Solutions Engineering if a deal emerges.
- Enhanced Technical Support: The professional services team can provide targeted assistance, ensuring our products are well understood and utilized effectively.