Ask HN: What's the best way to handle internal tech support?
3 by underyx | 3 comments on Hacker News.
My company has around 1000 CS reps and 200 engineers. The CS reps very often need to ask the engineers questions, report bugs heard about from customers, etc. Us engineers also get bug reports about the internal tools we've developed for CS. Currently, all this is handled via a simple Slack channel. This is actually great, since there's no bureaucratic cost to getting in touch, unlike with a proper ticketing system, and having actual public conversations is the fastest way to resolve issues. But of course, we started seeing inefficiencies in other aspects. The same questions keep being asked over and over again. There's an FAQ linked in the channel topic and it's automatically posted in the channel every 12 hours, but it's still not enough, we still get tons of questions that could be self-solved without engineers' intervention. So, that made me curious, how are other companies handling this? Could we somehow maybe auto-respond to Slack messages with the correct answer with some bot, or just come up with something that actually makes people check the FAQs before posting? Or is there some way better solution to replace all this?
3 by underyx | 3 comments on Hacker News.
My company has around 1000 CS reps and 200 engineers. The CS reps very often need to ask the engineers questions, report bugs heard about from customers, etc. Us engineers also get bug reports about the internal tools we've developed for CS. Currently, all this is handled via a simple Slack channel. This is actually great, since there's no bureaucratic cost to getting in touch, unlike with a proper ticketing system, and having actual public conversations is the fastest way to resolve issues. But of course, we started seeing inefficiencies in other aspects. The same questions keep being asked over and over again. There's an FAQ linked in the channel topic and it's automatically posted in the channel every 12 hours, but it's still not enough, we still get tons of questions that could be self-solved without engineers' intervention. So, that made me curious, how are other companies handling this? Could we somehow maybe auto-respond to Slack messages with the correct answer with some bot, or just come up with something that actually makes people check the FAQs before posting? Or is there some way better solution to replace all this?
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