Update support team process #311
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choldgraf
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consideRatio,
damianavila and
GeorgianaElena
GeorgianaElena
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Nov 24, 2021
projects/managed-hubs/support.md
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| This is connected with [the 2i2c FreshDesk account](https://2i2c.freshdesk.com/), and is a central place for all support-related requests. | ||
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| Many requests may be immediately resolved via a quick action or response to the community representative. | ||
| However, if a request requires consultation with the team, open a backlog issue. |
| ## Lifecycle of a support request | ||
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| - When you receive a ticket, communicate that you have received it and note the next steps you’ll follow to resolve it (even if this just means investigating because you're not sure what is wrong). | ||
| - If needed, open a [support issue and add it to the backlog](support:issues). |
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There's one thing that I've been asking myself. Should we link the people opening support tickets to the relevant GitHub issues?
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What do you think? I can see an argument both ways. If we gave a link to the issue then:
- PRO: there is more visibility and maybe more efficient communication since they could participate directly in the issue where work is being done.
- CON: we've now got two communication channels with the person for this incident - one in FreshDesk and one in GitHub. Moreover we're not guaranteed that their communication in GitHub will actually be helpful...
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Nop... if people are interested enough they will find the issue and jump into it, but our canonical tunnel should be Freshdesk!
choldgraf
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Nov 24, 2021
choldgraf
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Nov 24, 2021
Co-authored-by: Georgiana Elena <georgiana.dolocan@gmail.com>
damianavila
reviewed
Nov 24, 2021
damianavila
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Nov 24, 2021
choldgraf
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Nov 24, 2021
choldgraf
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Nov 24, 2021
choldgraf
commented
Nov 24, 2021
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OK I took another pass and addressed each of @damianavila's comments above! I'm going to merge this one so that I can open an issue to add @sgibson91 to the support steward team. I am happy to iterate on this content more in another PR if people have more suggestions! |
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This provides a number of updates to our team support process, pulling in content from our support draft document as well as conversations with @damianavila and @consideRatio after their latest support steward experiences.
It makes a few changes to the support process itself:
Feedback
I'd love feedback in particular from @damianavila and @consideRatio since many of these ideas came from conversations with them. I also haven't had a chance to debrief with @GeorgianaElena yet but would love her thoughts on whether there's anything we should add or change here!
closes #291