Working with support#972
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This is great :) Would it be good to add these (perhaps obvious) expectations as explicit? Tickets should include:
(I'm eliding the traditional "what you expected to happen" because we can usually infer that from #1, and it avoids the common "I expected it to freaking work!" reaction) For "the app stopped responding" or "it's slow" kind of tickets, even #1 can lead to that ("I was trying to achieve 100% uptime with 100ms response times!). But still, a description of what they were trying or wanted the end result to be, would be good as a starting point. |
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+1 from me, I think it's good to make this explicit; not everybody will read this prior to filing a ticket but even if they don't, we'll have a consistent response to send when we get an incomplete ticket.
A few inline comments ...
| Your support address is in the [Fly.io dashboard](https://fly.io/dashboard). Select your organization, and look for your Support email address in the Billing section. | ||
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| ## Working with support | ||
| We understand that describing software issues can sometimes be challenging. Providing a clear and detailed description of the problem, including any noticeable symptoms and relevant artifacts, can greatly assist us in identifying similar cases and expediting the resolution process. If we can quickly find a similar issue, we'll work to resolve it promptly. Conversely, if the problem is more complex, we'll involve specialized resources to address it. |
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maybe "software and infrastructure issues" or "technical issues" since it's not always just software?
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(Copied from Slack, because I am derp.) Great idea to tell people what to tell us. A few comments, since I think the goal is to get them to tell us what we need to know on the first go. I'd leave out the stuff about what we'll do with it (last 2 sentences of the 1st paragraph). What we do with it depends on email or forum, and people may misinterpret what support does. So just saying "include the important stuff" is plenty. I'd also leave out the paragraph on severity assessment. We don't yet have that built into our SLA, so for now, it might set weird expectations. |
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