(no subject)

[denise]

Thank you so much to everyone who's been answering on the support board! A few things I've noticed just now while working to close out some of the answered requests:

* If you add a FAQ to the answer in the drop-down, let the user know in some way that you have -- something like "The FAQ above, "What is a paid account?" has some more information." (Or however you want to put it.)

* More information is always better! Answer the user's question in the first paragraph, but if there are more questions implied in the user's actual question, go ahead and explain the bits that they don't know they need to ask (if that makes any sense).

Also, I've just gone on a closing run (to manually close the requests that users haven't closed themselves), so many of you will notice some support points. :)

Thank you so much to everyone who's lept into the fray to help others out in the past 48 hours or so while I've been drowning in Accounts-land, and a super extra thank-you to zarhooie, domtheknight, and chemicallace for shouldering the supporthelp gruntwork (not to mention keeping track of what issues need to get logged into Bugzilla and/or pushed to me and mark's attention). I swear I will be coming up with a much better system for how people can get support privs as soon as I get a few spare cycles.

Comments

[aedifica]

I mentioned this in a PM to zarhooie last night but thought I'd say it here too: As a Support newbie, I love that my answers are initially screened. It means I can make my best attempt at helping someone but know that if I'm actually all wrong, it will be caught and the support requester won't be led astray by my good intentions. It makes it easier to jump into Support!

[ladyvox]

/nods
I too like the fact that my answers are initially screened - gives me a little room to make newbie errors and only proper answers will make it to the requester:)

[ladyvox]

Back when I was still involved in support on livejournal it was kind of mandatory to add a FAQ to your answer. I was curious whether you guys&girls here on DW feel the same about that, or is it okay to leave out a FAQ if you can't really find one that fits the original request?