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Currently when any user has an issue, queries must be published publicly on Discord, this method takes time and does not provide any privacy. It also has no acknowledgement that it has been read and sees paid users not being prioritised. Other methods of reaching out with issues, such as through creating a GitHub issue, also are not suitable for general support issues.
💡 Suggested Solution
To create a support channel for paid customers, this would work best through creating an email ticketing system such as Zendesk.
💼 Tasks
Communicate the upcoming support channel to paid users (and when it is live)
Work with Sysadmins to implement a zendesk only for paid users
Sysadmins must be trained to familiarise themself with troubleshooting techniques
This support channel should be advertised on the pricing benefits
Dhruv-0987
changed the title
Support for Devs - queries must be asked through discord which takes times, no acknowledgment is communicated and also no privacy.
Support for Devs
Mar 14, 2024
I think you need to be careful of your stats. There may be low usage of discord just because it is discord. Once you go to a more friendly support options you may start to get more people reaching out
🩸 Pain
Currently when any user has an issue, queries must be published publicly on Discord, this method takes time and does not provide any privacy. It also has no acknowledgement that it has been read and sees paid users not being prioritised. Other methods of reaching out with issues, such as through creating a GitHub issue, also are not suitable for general support issues.
💡 Suggested Solution
To create a support channel for paid customers, this would work best through creating an email ticketing system such as Zendesk.
💼 Tasks
✅ Acceptance Criteria
➕ More Information
Dev Support - https://youtu.be/uJde9cz24ww?t=502&si=hC8AAQzFDXGEruvB
📸 Screenshots
Cc:
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