Q3 Mega-issue: Steven's Goals

[slshults]

I spend 75-80% of my time directly helping customers. For the rest of my time this quarter:

Goal 1: Hit our expanded SLAs while keeping CSAT stable

• [x] 🔁 Keep iterating on improvements to Bi-Weekly support dashboard, and sharing summaries in #tell-posthog-anything
• [x] Have a brown bag meeting with support heroes
  • [x] Refresh ticket handling, ZenDesk use etc
  • [x] Brainstorm for ways we can get even better
• [x] Hire and train more support engineers
• [ ] Improve Support onboarding for new hires doc, publish to handbook
• [x] Encourage improving docs on the fly when gaps are revealed by tickets (add to support hero page in handbook)
• [x] 🔁 Keep iterating and improving configuration and tracking of 3 SLA policies / response targets to keep customers happy with responsiveness of first replies, follow-ups, and escalations
• [x] As we get new engineers trained up, start leaning more toward investigating and providing help, and toward escalating only when we can't solve it in Comms

  Goal 2: Level up our processes and automations

• [x] Tame ZenDesk's less joy-sparking elements
  • [x] Prevent users' email domains from associating users with incorrect organizations on tickets from the support sidebar
  • [x] Prevent users' email domains from associating users with incorrect organizations on tickets from Slack
  • [x] Improve the signal-to-noise ratio between ZenDesk and Slack
• [x] 🔁 Keep iterating and improving views, triggers, automations, macros etc
• [ ] Support hero handbook expansions (defining the line between support and 'professional services', responsibility for tickets worked on, etc.)
• [ ] Max the hedgehog II - AI support chat
  • [x] Drum up some excitement for testing responses
  • [x] Improve prompt after testing feedback
  • [ ] Add to Chat UI support sidebar
  • [ ] Launch MVP to paying users (add ability for free users to use their own Anthropic API key in a subsequent update)