Support Handbook Comb Through
@dcoy1, @tristan and myself spent some time combing through the handbook looking for places for improvements.
Small changes we made:
We also noted that we need to open issues / have discussion about the following:
-
Create issue @tristan to get rid of or refine Support Turbos / Breach Hawks section -
@lyle Create issue on "Premium Support" wording -
@lyle via MR Update the Support Agent slug and job description -
Create issue @lyle and tag managers: Review and update Support Direction section -
Answer the question "What should we do if a customer does request to have the call recorded?". Open issue exists -
For WebEx, make a note about letting people know you’re using it -
"Document this" workflow - keep it? Use it? - Existing issue is open -
@tristan Create issue for Review suspended tickets workflow - who should be responsible for this? part of on-call duty? - Issue: #1379 (closed) -
@tristan will update: Allowing teammates to adopt a ticket - mostly covered here already. Remove duplicate wording and link to appropriate handbook section -
@tristan will update: When and how to escalate a ticket? - is this workflow currently used at all? -
@tristan will update: In Support Onboarding should the information for using Zendesk live here? If it's information we reference often should it live in a workflow elsewhere and be linked to? -
@tristan will update: Time off - tickets assigned to you is this workflow in use? Remove? -
@tristan add note to onboarding page about logins "all you need is 1password!" -
@lyle create issue and assign to @lyle Support Engineer Hiring - Is this page linked from anywhere? If not, need to find out where a link should live. -
@cynthia Support Engineering Handbook page - This page may be totally redundant. Make sure all info here is populated elsewhere already and then ideally remove this. -
@cynthia How to Respond to Tickets - Great info here but doesn't belong in its current section as it may be removed per the above point. -
@cynthia created issue, assign to Cindy: Support Engineer Ops - Mentions the live feed Slack channels who's naming schemes need updating. Slack channels needs to be renamed and page updated. -
@dstanley Call Best Practices - rework to include how Calendly factors in, and generally make sure it's up to date -
PGP Process - This should be moved into the workflow section. -
@lyle Add a note about Support not being IT support (in a kind way) -
Setting ticket priority via #1400 (closed) -
@cynthia [issue created] re: (#1396 (closed)) Workflow for issue escalation needs to be updated to make sure we're doing the right things (e.g. adding priority / severity labels)
Edited by Cynthia "Arty" Ng