Merge pull request #3571 from GeorgianaElena/ticket-template

Add an issue template for tickets that will not be immediately resolved by the triagers

.github/ISSUE_TEMPLATE/5_freshdesk-ticket.yml

@@ -0,0 +1,79 @@
+name: "🎫 Freshdesk ticket tracker"
+description: Track work on GitHub requested via a Freshdesk ticket
+title: "[Support] {{ Ticket name }}"
+labels: ["support"]
+body:
+  - type: markdown
+    attributes:
+      value: |
+        This template is designed to help the support triagers provide information about a Freshdesk ticket that could not be solved in [the first 30min support window](https://compass.2i2c.org/projects/managed-hubs/timeboxed-initial-ticket-evaluation/#support-timeboxed-evaluation).
+
+        This information will then be used to plan, prioritize and assign capacity in order to resolve this ticket.
+
+        # Ticket Information
+
+  - type: input
+    id: ticket_id
+    attributes:
+      label: The Freshdesk ticket link
+      description: |
+        Copy-paste the Freshdesk link here
+    validations:
+      required: true
+
+  - type: dropdown
+    id: ticket_type
+    attributes:
+      label: Ticket request type
+      description: |
+        The general topic of request in the Freshdesk ticket. Note that the Event type has its own issue template! Select "Other" if none of the first options qualify.
+      options:
+        - Feature Request
+        - Something is not working
+        - Technical questions
+        - Other
+    validations:
+      required: true
+
+  - type: dropdown
+    id: ticket_impact
+    attributes:
+      label: Ticket impact
+      description: |
+        The impact the support triager believes the ticket has. Choose the most appropriate one from the drowpdown below. This information will be used to prioritize the ticket.
+
+        Checkout the [non-incident support process](https://compass.2i2c.org/projects/managed-hubs/support/#non-incident-response-process) for more information about choosing the impact level.
+      options:
+        - 🟩 Low
+        - 🟨 Medium
+        - 🟧 High
+        - 🟥 Critical
+    validations:
+      required: true
+
+  - type: textarea
+    id: description
+    attributes:
+      label: Short ticket description
+      description: |
+        Short description of what the ticket is about and what kind of work needs to be done to fix it.
+    validations:
+      required: true
+
+  - type: markdown
+    attributes:
+      value: |
+        # Initial 30m Investigation Context
+
+        Use the following section to provide the results of the initial 30min investigation.
+
+        If no initial investigation was performed because it was clear that the the ticket cannot be resolved by the support triager in the first 30min window, then leave the next section blank.
+
+  - type: textarea
+    id: results
+    attributes:
+      label: (Optional) Investigation results
+      description: |
+        Paste any useful information that was discovered during the initial ticket triaging.
+    validations:
+      required: false