I’ve observed in support-related posts on the forum that often touch upon issues we’re already aware of. While we presently have an API Trello Board, I’d like to propose the creation of a dedicated Support Trello Board as a solution.
The Purpose Behind a Support Trello Board:
Through the consolidation of support topics, this initiative promotes efficient solutions, minimizing duplicate posts and enabling quicker issue resolutions. Moreover, the concept encourages community collaboration, exemplified by the basic prototype I’ve created (shared below), with the potential for collective administration by the community itself.
Example Preview of the Support Trello Board:
*Note: The prototype below is just a starting point.
Before moving forward, I’m eager to hear your thoughts on this idea. Should we have a Support Trello Board? Are there ways we can enhance this concept? Let’s work together to refine our support system and elevate the overall experience!
Having community driven support backed by staff support has worked well for many years here and it keeps everything under one roof. We also have the Support FAQ that was created to hone in on some of the nuisances and known issues. Also, Sebastian polices the email support system alongside IFC.
I’d say that keeping it here in this community is the most efficient and effective method without having to direct people back and forth between IFC and another platform.
Absolutely, I’m in full agreement. This proposed system would function as follows: Prior to submitting a support topic, users would first refer to the Trello Board for any existing information. I don’t think we should scrap our support system, that’s what makes InfiniteFlight great. Thanks for your input.
@schyllberg will add some insight too. He’s been a top contributor to all things support related and he has a real passion for the community and app support. I’m curious to hear his perspective.
Looking at Trello brielfy, it seems to represent itself more as a software aimed towards the internal operations of a group/business than that used as a public noticeboard for customers of a business. As Levet mentioned, the Support FAQ covers the basic information that is needed, and it contains the flexibility of the Infinite Flight website, where the team can layout the support page and have information that is relevant at the time. It also means that the team don’t need to pay for, and rely on the maintenance and security of another resource.
The whole idea of a support team is to provide a clear, streamlined process to resolve a customer’s issue. Having unnecesary distractions such as redirects to other platforms isn’t the best way of solving the problem, as they can be solved better internally via email or the forum, also as forementioned by Levet.
It can also be easy for people to get lost into the abyss searching for an issue they’re having, especially as many users may not understand English. Having direct communication with the team or the community can be a large factor into whether the end result is successful or not, and whether the customer feels that they benefitted from the interaction with good customer service. A noticeboard wouldn’t provide the potential level of effectiveness and satisfaction for the customer.
I would type more but its 4am and yes I am starting to get sleepy keyboard syndrom.
