✨ Tina.io | Improve Support Channels

[Dhruv Mathur [SSW]]

🩸 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

• 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

✅ Acceptance Criteria

• Tasks are all completed
• [ ]

➕ More Information

Dev Support - https://youtu.be/uJde9cz24ww?t=502&si=hC8AAQzFDXGEruvB

📸 Screenshots

Cc:

[Joseph Fernandez [SSW]]

Hybrid
💬 Community (Discord, Slack) - for the free tier.
🪙 ZenDesk (or other paid ticketing / even a call service) - for paying customers

[Andrew Harris [SSW]]

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