What factors are contributing to the sudden spike in support tickets related to Milestone Systems' Milestone Mobile?

Introduction

The sudden spike in support tickets related to Milestone Systems' Milestone Mobile is a critical issue that demands immediate attention and a thorough root cause analysis. As we delve into this problem, we'll employ a systematic approach to identify, validate, and address the underlying factors contributing to this surge in user complaints.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent update. Has there been any recent software release or update to Milestone Mobile?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, a new version was released last week. Impact on approach: If confirmed, we'd focus on changes in the latest release.

• Considering user segments, I'm wondering if this is widespread. Are we seeing this spike across all user types or is it concentrated in a specific segment?

Why it matters: Helps narrow down potential causes and affected users. Expected answer: It's primarily affecting enterprise users. Impact on approach: We'd investigate enterprise-specific features or use cases.

• Given the nature of mobile apps, I'm curious about device compatibility. Have there been any recent OS updates on major mobile platforms?

Why it matters: OS updates can sometimes cause compatibility issues. Expected answer: iOS released a major update two weeks ago. Impact on approach: We'd examine iOS-specific issues and compatibility testing processes.

• Thinking about system changes, I'm wondering about backend modifications. Have there been any recent changes to the backend systems that Milestone Mobile interacts with?

Why it matters: Backend changes can impact app functionality and performance. Expected answer: A new API version was deployed last month. Impact on approach: We'd investigate API-related issues and integration points.