Add a new support page #86
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ebeneliason
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yorinasub17
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This PR still needs final content for the Pro Serve section at the bottom, but is otherwise ready for review. UPDATE: I've now provided some content here, so the PR is complete. I'm still awaiting feedback from @pete0emerson regarding the copy, which could change, but we could even merge this as-is and amend as needed. |
In addition to adding the content for the page itself, this change removes the link from the Guides section sidebar, but adds it to the footer. (It's also already linked to from the header nav.)
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I found this page a bit hard to navigate. I imagine if a customer clicks "Support" and really needs help, they don't want to read long paragraphs of text, info about upsells, etc. I think what they want is a quick pointer to get help. Something like:
- Ask a question: GitHub Discussions
- Ask a question privately: support@gruntwork.io
- Ask an urgent question: urgent-support@gruntwork.io
- Disclose a security vulnerability: security@gruntwork.io
- Report a bug: GitHub Issues
- Request a feature: GitHub Issues
- Contribute an improvement: GitHub PR
- Work live with Gruntwork engineers: Pro Serve
And then for each of those, we can provide more info below... But that list of quick pointers at the top seems really important. WDYT?
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Jim's points make good sense! Seems like they can be included in an "info" block at the top as a "tldr;" of sorts. The rest of the content does a good job describing the different support offerings. It seems best suited for educating someone who is not yet a subscriber. Relevant for sure but better below the "tldr;" section. |
Agreed. What this first iteration of the page doesn't reflect is the intention to represent the main CTAs as large clickable cards. Here's what that's intended to look like. (I've made very quick progress towards this, so I'll likely push it as an update to this PR instead of needing a follow-up.)
This is the direction I'm leading with the cards, and we can certainly add more of them. We can also rephrase them to reflect goals instead of resources (e.g. "Ask a Question" instead of "Knowledge Base." However, I didn't include things like "Email us" there because I didn't want to misrepresent what support resources are available to someone, and the docs site presently has no knowledge of a user's subscription. Specifically, my understanding is that basic support doesn't include email support. That said, we could use the same card treatment for the "How to reach us" sections for pro/enterprise, so they jump out more readily on the page.
I was unaware of this. Is this a support avenue we already offer? Under which plan(s)?
I wasn't sure what to do with the current "File a Bug" card, given that we can't link to the appropriate repo. Right now I just link to the GitHub repos list. This would affect all three of these items. Should we continue linking to a general GitHub page, or should these be purely instructional instead? |
Responding to my own previous comment…another potential solution is to use a "tag" treatment to identify which tier of support is required for each card. In that model, we could drop the "Community Support" Header (or replace with e.g. "Quick Support Links"), enumerate all options across all tiers, and add pill-shaped or rounded rect |
This commit also removes the unused zero2hero content, which included some mdx files which we don't need to process. This content will be added later as the intro content is fleshed out further.
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I've pushed the card grid update. The icon color isn't dynamic with the theme yet, so right now they look a little better in light mode (switch, top right). Here's a mockup of how tagged cards could look, exposing more support avenues up front. I think this works pretty well. |
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I'm going to go ahead and merge this PR so we have a baseline, but I'll leave the story open so we can incorporate additional feedback and iterate further on the cards we display. @brikis98 Feel free to provide follow-up comments here even after it's closed, or drop a comment in #team-platform. You'll be able to preview the cards live at https://docs.dogfood-stage.com once merged. |
Using cards seems like a great approach!
One of our insights for the new product direction is that we want to replace Slack support with (a) a docs site, (b) knowledge base, (c) Pro Serve, and (d) urgent support. We haven't gotten to urgent support yet, but should probably start thinking through it soon. CC @josh-padnick @marijakstrazdas
Perhaps purely instructional? Or link to another spot on the page with detailed instructions? And/or list of repos? |
In addition to adding the content for the page itself, this change
removes the link from the Guides section sidebar, but adds it to
the footer. (It's also already linked to from the header nav.)