Support Efficiency through better documentation
I've been mulling on discussion, ideas, complaints, concerns, etc. that I've heard this year and one thing that stands out to me is how certain parts of the support handbook are not well organized and hinders support onboarding and efficiency.
In particular, I've heard this about:
- needs-org (being worked on in #2805 (closed))
- FRT/SLAH roles
What can we do to make it easy for team members on a handbook/workflow page to scan, and make it easy to follow, learn, and get the information they need in a given situation?
Though there are some efforts to revamp sections, we also need to make sure that additions and changes to make them don't make it cluttered again.
Action items
-
Create issue for automating workflow review cadence: #2943 (closed) -
Create a writing workflow guidance page gitlab-com/www-gitlab-com!69287 (merged)
Edited by Cynthia "Arty" Ng