Zendesk Triage SOP #72
Conversation
update my base
test heading
expanded the Motivation section
edited to include a plan for what to do with internal tickets
edits made based on comments
small edits
changed remaining instances of "Technical Support" to "User Support"
Removed language about the Beta program and removed the Acceptance criteria section.
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@lauraclarke I think I have resolved all the comments now. Will you accept it now? I can't seem to resolve it. |
lots of changes!
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@brianraymor are you satisfied with my changes and ready to mark this reviewed? Ready for oversight? |
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I don't believe that the RFC offers enough clarity over the current ad-hoc process. For example, there's a lack of clear role assignments and basic details. Someone may volunteer to be the triager today, but not tomorrow. (Consider the transitions in the author's list for example)
It may be helpful to review the support question with Oversight to ensure that the institutions are signed up for their development teams taking on a support role and to discover if funding is available for a primary support team. I provided similar feedback to Jodi's communication team plan. The approval needs to occur at a higher level.
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| [Mallory Freeberg](mailto:[email protected]) | ||
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| ## Shepherd |
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If you're the shepherd, please add your name here.
| > a timely manner or be assured that someone else is responding in a | ||
| > timely manner. | ||
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| ## Scientific "guardrails" \[optional\] |
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If there are no guardrails, then remove this section.
| ## Scientific "guardrails" \[optional\] | ||
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| ## Definitions | ||
| `Knowledge Base` - a document that tracks all questions and answers that have been generated through the support infrastructure. This document can be mined to generate FAQs, or finding answers to obscure problems that have been solved in the past. |
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If the RFC is intended to be self-contained documentation for the zenhub process, then the location (google doc, github, etc) needs to be defined.
| This section describes the flow of an issue through the support state | ||
| diagram presented below. | ||
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Remember to update the 0000 prefix to the assigned RFC number so that the image can be related to its RFC. Just opened #84 to clarify that point.
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| ## Issue Creation | ||
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| Any user of the DCP can file an issue. Users can include data contributors, researchers trying to use the data in the DCP, and software developers trying to leverage the DCP API. |
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Perhaps external user?
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| ## Secondary Support | ||
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| The secondary support team is comprised of 1-2 members from each major component or service of the DCP. These representatives should have enough technical knowledge to answer most questions. They may require additional information from the person who created the ticket. They also may need to consult with technical experts who make up the tertiary support teams. Answers generated by the secondary support team will be added to the Knowledge Base by the secondary support team with the Triager's guidance. |
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Are you trying to say that Secondary is Component PM and tertiary is Component TL? Could we simply eliminate tertiary? What doesn't the triager simply update the KB based on the response from secondary?
| ## Secondary Support | ||
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| The secondary support team is comprised of 1-2 members from each major component or service of the DCP. These representatives should have enough technical knowledge to answer most questions. They may require additional information from the person who created the ticket. They also may need to consult with technical experts who make up the tertiary support teams. Answers generated by the secondary support team will be added to the Knowledge Base by the secondary support team with the Triager's guidance. | ||
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I keep running into cases where an expression is used like Tertiary Support that has a forward reference which makes reading difficult.
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| ## Tertiary Support | ||
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| The Tertiary team is the entire DCP team. In the event that the secondary support team is not able to respond to the question, anyone may be called on to answer it. However, the need for Tertiary support should be rare, and all answers will be archived and added to the Knowledge Base |
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The entire DCP team is different from technical experts.
| ### **Funding** | ||
| Support can have a significant impact on development teams. Without funding development velocity will be much slower. Also using trained support staff will often result in a much better user experience. | ||
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| We suggest that funding be sought to hire one full time or two part-time triage person(s) who would grow into the position. They should be able to handle primary triage early on as well as answer some of the more difficult questions, especially as the need for support increases over time. We will need a backup person for when the support person is on leave. |
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Who is making the suggestion and to whom?
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| > 2 triage agents - could be up to 50% of their job as they would trade off | ||
| > being point for this job. Duties would include the grooming of the FAQ | ||
| > Knowledge Base. They would also be responsible for moderate our user |
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moderate -> moderating - what is our user forum?
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This RFC has been rejected. The implementation requires that we put a full time person (or 2 people) in place, and there isn't the need for that level of staffing yet. The data operations team has taken on the role of triaging issues. |
RFC describing how we will handle zendesk support tickets