After all the project planning and implementation stages are finally done, and your service is launched, here is the point when you can breathe out and relax… you thought. But, in fact, freshly launched service needs as much attention from the team as a new-born baby from parents. However, instead of napkins and infant formulas, you have to deal with issues like lack of CPU or memory resources, performance issues or broken components. For sure, your team made some optimization efforts, they built scripts and exception handlers into monitoring infrastructure, so that now you receive bugs reports. Still, many issues cannot be found automatically, like:
User experience issues, like interface understanding
Logical issues or bugs when the app behaves in a different way a customer expects
Missed bug reports, which you did not receive because of missed checkpoints or exception handlers
The importance of being attentive to your customers’ feedback is obvious. In order to improve users’ experience, you need to imply regular adjustments to your product, make it more intuitively clear. Such practice is duo-beneficial: users will appreciate it with higher loyalty, and your team will be less busy with resolving support tickets. Such an amazing source of optimization ideas can be accessed quite easily. Just provide your customers with simple Help Desk, so that they could send requests via email or submit it via a web-form with details.
Thought HelpDesk is a powerful tool, it certainly will not cover all the support service issues. You have to add exception monitoring, application and server monitoring to get details of the technical dept. While building DevOps Board service, we thought about it all. We made it aggregate issues, exceptions and bug reports from every channel. Moreover, we thought about the outcome visibility, so your whole team can view it as cards on the task board.
That is why it is required to build very lightweight process of technical support. One of peculiarities of our IT century is some jobs are getting outdated. Dedication to support activity is definitely one of such positions, you don’t want to make your employee occupied with work that can and should be automated.
Typical support activities include:
Pass on a ticket to following stage, thus choose either it should be a quick resolve, additional details requirement or forwarding case to development and operations to reproduce and fix.
Edit and update FAQ and other support website sections
Send customer notification when the ticket is closed
Right DevOps tool will send notifications on comments and status changes to customers and team. It also can automatically move tickets straight into DevOps pipeline. Depending on request subject or description, it will assign priority and responsible person. No need to duplicate corresponding cards in issue tracker, any team member can put a ticket into DevOps pipeline just by dropping it into the backlog.
It will do all the routine support service work, so that you can allocate your team members forces to some positions, where their talents will be truly useful. All they need to do on support service part now is to execute a role of engineer from time to time, your tool will have the rest covered.