Creating the first iteration of the support process
Opened this issue · 5 comments
As a first effort to design how we efficiently support our users, @oluademola has written what should be our support policy on Notion (private link). Oluwaseyi is currently confronting this with viewpoints from different people at Meilisearch who are frequently supporting users, in a somehow less structured manner.
Now, we need to translate this policy into operational steps, and build a process that everyone can run.
2022-04-19: Meeting with @oluademola and @ferdi05
Summary of what we said
where are the documents that we use
We discussed translating the support policy into a process.
We should start by creating a process that works with Crisp, our tool for supporting Meilisearch Cloud users (currently all the users from the private beta).
We started by sharing some thoughts and pain points about how support is currently provided (before we rely on a proper process) on Notion (private link).
We planned another meeting on 2022-04-21.
In the meantime, @oluademola will investigate the ticketing system provided by Crisp.
Following our evaluation of the current process on Crisp, I spoke with Quentin yesterday (2022-04-20) about how we could improve things. I have provided the minutes on this notion page (private link)
2022-04-21: Meeting with @oluademola and @ferdi05
- We thought of a first applied example for the support process on Crisp (private link)
- @oluademola to describe what are the advantages of a ticketing system that seems to be missing here even with the Crisp plugin)
There is a lot of content on the Notion page about support. I think we could add more structure to this to make it more understandable internally. We could also set our support standards, and make them public to help users understand what support they can expect from us.
I'd be happy to discuss this with you @oluademola sometimes soon