Emergency tickets instead of on-call tickets #9191
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| * **Diamond** and **Platinum** customers can open an **emergency ticket** to report and escalate business-critical site downtime, from the Support tab in the workspace of the affected site. | ||
| * In cases where the dashboard is inaccessible, a support ticket can be filed using a telephone ticketing service, accessible at 1(866)415-7624. Note that this is strictly for filing a ticket, and you will not reach our engineering team by using this method. | ||
| * **Gold** customers can open a **general support ticket** to report site downtime. | ||
| * **Silver** customers can start a **live chat** to report site downtime. |
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because of some of the copy changes here for the impacted docs, i have the impression the copy in the product will be changing - beyond cleaning up "on-call" instances, like "Launch Chat" will be changed to "Start chat" in the product as part of this deployment - is that correct?
The previous copy intentionally uses the exact same language and styling as the product and I'd expect the new copy to match that same standard
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The changes we have made are for the Support page in the new dashboard experience (Phoebe) not the old dashboard experience that is screenshotted above. This page has not been updated.
To see screenshots for the Support page in the new dashboard, please see the engineering PR at https://github.com/pantheon-systems/dashboard/pull/3240
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Should we make it a task to update the docs once the Site Dashboard -> Support page does get upgraded to Phoebe? If we use language that isn't implemented yet, it causes a disconnect between what we tell the customer to do and what they're actually able to accomplish.
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As long as customers can still access the Phoebe pages and see the on-call verbiage, we should get those updated too.
Chat --> Live chat
Launch chat --> Start chat
On-call / on-call help --> Emergency ticket, Open emergency ticket
Tickets --> General support ticket, Open general support ticket
For new changes, we use sentence case for headings and CTA labels. This aligns with the Design Systems.
Suggest following the dashboard --> Support page changes, the phone number shouldn't be a text link.
All changes for dashboard and Hermes copy are documented here for your reference: https://docs.google.com/document/d/1K5RodsnFHpoaM5nnDfV6mLd3iN8VdPeSY9YTCoqcNCM/edit
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Could I get permission to view that Google Doc?
Overnight, I realized that as a support agent, I cannot look at Phoebe for certain pages so what our customers see don't match what I see. My feedback is that we should update page verbiage to match the current state of what customers actually see. If a page has not been converted to Phoebe yet, then we should not convert its Docs language yet.
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@stephpawlowski I recommend allowing a few more days to finalize the doc changes and the release note, would you be open to rescheduling at least this docs PR for next week instead of today?
UPDATE: Per slack convo, release has been rescheduled for early next week to allow time to resolve docs discussions.
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@stephpawlowski @IngridKwok @dylanbaumann
I recommend the following:
- Specify workspace support context above the bullet list
- Replace the image with workspace support context instead (Phoebe)
- Crosslink to the contact support page (which should be updated to cover both contexts)
I will own these todos but am considering the work blocked, pending the resolution of this open discussion
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there's another instance here where we're saying "engineering team", needs to be "support engineering team" or just "support team". The rest seems fine.
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I used a placeholder image for now, waiting on a new image - requested in slack thread. Otherwhise this feedback has been addressed by this commit: 9727a6c
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| The ticket support feature is available to certain Account packages and account types. For details, refer to the [support feature table](/guides/support/#support-features-and-response-times). Tickets are associated with the site from which the ticket is opened. Please be sure that if you maintain several sites, that you open the ticket from the correct site's dashboard. | ||
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| 1. [Go to the workspace](/guides/account-mgmt/workspace-sites-teams/workspaces#switch-between-workspaces) or [Site Dashboard](/guides/account-mgmt/workspace-sites-teams/sites#site-dashboard) affected by the issue. | ||
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| 1. Click **Support**, then **Open Ticket**. This automatically includes the site/workspace and user information. | ||
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| 1. Choose the **ticket type**. |
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We still have a "ticket category" field that customers should fill out, I think we should keep this?
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We are not making any changes to how customers fill out support tickets so I am OK with keeping it
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Now I know this page that contains the ticket type selection is a Phoebe page and it was excluded from the scope. Please keep it as is.
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@IngridKwok @dylanbaumann @stephpawlowski
Both interfaces need to be documented, with each contact method an H2 containing subsections for each context. The doc structure should feel like this:
## General support ticket
<usage and availability description>
### From the workspace
<steps for this context>
### From the site dashboard
<steps for this context>
## Live Chat
<usage and availability description>
### From the workspace
<steps for this context>
### From the site dashboard
<steps for this context>
## Call Us
<usage and availability description>
### From the workspace
<steps for this context>
### From the site dashboard
<steps for this context>
## Emergency ticket
<usage and availability description>
### From the workspace
<steps for this context>
### From the site dashboard
<steps for this context>
On hold for now, let me know what ya'll think
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I support it, personally. Brevity is nice, but clarity is better.
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I just pushed a new version of this page following the above outline, ready for another round of peer review
https://pr-9191-documentation.appa.pantheon.site/guides/support/contact-support/
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Making a more top-level comment here for visibility. At this time, none of the current support leaders are aware of any adjustments to the scope of support, including limitations around contacting support through channels such as Phones. These should all remain the same as they currently stand. This PR should be altered to only include clarifying language about swapping I'll perform a pass through all of the changes and call these out for transparency. |
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| Start a chat with our Support Team to ask questions or request assistance on issues within our [scope of support](#scope-of-support). This support feature is available to all users and sites across all plans, including Sandbox. | ||
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| To receive the highest level of support available to your site or Workspace, remember to access the chat from the Workspace if available. | ||
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| 1. [Go to the workspace](/guides/account-mgmt/workspace-sites-teams/workspaces#switch-between-workspaces) or [Site Dashboard](/guides/account-mgmt/workspace-sites-teams/sites#site-dashboard) affected by the issue. | ||
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| 1. Click **Support**, **Launch Chat**, then **New Conversation**. | ||
| 1. Go to the **Support** tab, then select **Start chat**. |
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| Diamond and Platinum Account customers can call Pantheon's premium technical support line directly for any technical issues, escalations, site, billing, or overages queries. The phone number can be found in your Workspace, in the Support tab. | ||
| **Diamond** and **Platinum** customers can call the 24/7 Premium Support Hotline for urgent account-related issues. You can find the phone number in the Support tab of your workspace. The phone number can be found in the Support tab of your workspace. |
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Given the site dashboard support context will still say "On-Call" (see related convo here) I think the release note copy needs to be reconsidered. Do we need a release note announcing copy changes?
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The goal is to remove all references to "on-call" everywhere. We should document both the Phoebe and Hermes experiences, but even Hermes should be getting updated to avoid "on-call" language, right?
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but even Hermes should be getting updated to avoid "on-call" language, right?
@stephpawlowski can you confirm?
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per slack convo, i'm deleting the release note from this PR, but i have it preserved on my local and will add it back in a follow-up docs PR which is to be released alongside hermes copy changes
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⚡ Deployed with Pantheon Decoupled This build was successfully deployed with Pantheon. You can track the build logs here. 👀 Preview: https://pr-9191-documentation.appa.pantheon.site |
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⚡ Deployed with Pantheon Decoupled This build was successfully deployed with Pantheon. You can track the build logs here. 👀 Preview: https://pr-9191-documentation.appa.pantheon.site |
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⚡ Deployed with Pantheon Decoupled This build was successfully deployed with Pantheon. You can track the build logs here. 👀 Preview: https://pr-9191-documentation.appa.pantheon.site |
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⚡ Deployed with Pantheon Decoupled This build was successfully deployed with Pantheon. You can track the build logs here. 👀 Preview: https://pr-9191-documentation.appa.pantheon.site |
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⚡ Deployed with Pantheon Decoupled This build was successfully deployed with Pantheon. You can track the build logs here. 👀 Preview: https://pr-9191-documentation.appa.pantheon.site |
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⚡ Deployed with Pantheon Decoupled This build was successfully deployed with Pantheon. You can track the build logs here. 👀 Preview: https://pr-9191-documentation.appa.pantheon.site |
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⚡ Deployed with Pantheon Decoupled This build was successfully deployed with Pantheon. You can track the build logs here. 👀 Preview: https://pr-9191-documentation.appa.pantheon.site |
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rachelwhitton
added
Type: Fix Content
…nk to contacting support docs
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⚡ Deployed with Pantheon Decoupled This build was successfully deployed with Pantheon. You can track the build logs here. 👀 Preview: https://pr-9191-documentation.appa.pantheon.site |
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…on-call has been addressed in the product
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Docs Sync outcome:
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…ace support ux in docs
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Summary
Copy edits across serveral pages for alignment with new product copy which renames Pantheon On Call to Emergency Tickets