Key Result - Docs: In 100/100 sampled Support/forum interactions, customer-facing product info is incorporated in docs
The purpose of this OKR is to review and report on Docs-First usage by Support and others while also ensuring that cases that were missed are addressed via doc MRs by the individual who originally communicated with the customer.
The Technical Writing team is not directly responsible for the degree of adherence to the policy by other teams, but is interested in reinforcing it, helping improve it when needed, and generally keeping the docs updated as the SSOT for learning, using, and troubleshooting GitLab.
How to perform this review:
- In each sampled case:
- If a link to a documentation page or MR conveys virtually all of the customer-facing product info that was required to resolve the case, then it's considered "good".
- If not, we create an issue for the GitLabber who participated in the customer interaction to complete.
- We report on the results, further reinforcing the use of Docs-First.
- Communicate to affected teams about OKR (Support, Community Relations)
Confirm how the policies and OKR are communicated to their teams.
- Support: Handbook mentions of policy in "ticket deflection through documentation" section.
Confirm that we'll sample support cases in both Zendesk and also forum replies. I don't know the extent to which GitLabbers reply on the forum, so the extent of its sampling is TBD.Just Zendesk. View that Tom A created to show relevant tickets: https://gitlab.zendesk.com/agent/filters/360073192353
- Get Light Agent IDs for Technical Writing team.
- Process for tracking: Google sheet with links to issues
- Process for finding/selecting cases and distributing work among team.
Types of issues skipped:
- Support process interrupted by lack of user reply
- Data removal requests
- Other non-applicable issues