What has changed
When raising a support request in the BuildingPoint Help Centre for Jobpac Connect, you will notice that the Priority field is no longer available. In its place, you will now see a new field called Business Impact.
This change applies to all new tickets raised from May 2026 onwards. Existing open tickets are not affected.
Why we made this change
Our goal is to ensure every support request receives the right level of attention as quickly as possible. Previously, customers were able to select a priority level directly, which, while well-intentioned, often resulted in tickets being marked at a higher urgency than the situation required. This made it difficult for our support team to accurately triage cases and respond to genuine critical issues promptly.
The Business Impact field replaces manual priority selection with a structured, consistent approach that gives our team the context needed to route and respond to your ticket appropriately.
How the Business Impact field works
When submitting a new support request, you will be asked to select the option that best describes your current situation. Your selection, combined with other information provided in the form, is used to automatically determine how your ticket is triaged and routed.
This also enables us to more accurately track and report on time to first response, and to triage cases in a way that reflects real-world business impact.
Business Impact options
Select the option that most accurately reflects your situation at the time of submitting the request.
Option | When to use this |
|---|---|
I have a question that Trimble AI Assistant can't answer. | You've tried the AI Assistant and need further clarification or guidance from a support agent. |
I have an issue that is slowing me down. | Something isn't working as expected, but you're able to continue working and no deadlines are at immediate risk. |
A major feature is broken. | A key area of the system is unavailable or producing incorrect results, impacting your team's work. |
We cannot pay our employees or suppliers. | Your ability to process payroll or make payments is directly blocked due to a system issue. |
We cannot login or use Jobpac Connect. | You or your team are locked out of the platform entirely and cannot access any functionality. |
Tip: If you are unsure which option to choose, select the one that most closely matches your situation. Our team reviews every ticket and will adjust the priority if additional context is needed.
Accuracy of your Business Impact selection
We ask that you select the option that genuinely reflects the impact on your business at the time of submission. If our team determines that the selected Business Impact level is an exaggeration of the actual situation, the ticket will be downgraded accordingly.
This ensures that customers with genuine critical issues receive the fastest possible response.
Please note: Overstating business impact does not result in faster service. Tickets that are downgraded after review may experience a longer wait for initial response than if the correct option had been selected.
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