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getsentry / sentry

Developer-first error tracking and performance monitoring
https://sentry.io
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Display support email more prominently #60658

Open JLuse opened 11 months ago

JLuse commented 11 months ago

Problem Statement

A customer reported that it's difficult to find the support@sentry.io contact email in the platform. In cases where the support widget is not working, customers do not know how to reach out.

Solution Brainstorm

Display the support email more prominently in platform.

Product Area

Help

getsantry[bot] commented 11 months ago

Assigning to @getsentry/support for routing ⏲️

getsantry[bot] commented 11 months ago

Routing to @getsentry/product-owners-help for triage ⏲️

getsantry[bot] commented 11 months ago

Routing to @getsentry/product-owners-settings-general for triage ⏲️

brianthi commented 11 months ago

We have a help flow on the left nav, which looks like it is able to directly create zendesk tickets in the app and add attachments as well. I feel like this is actually a better experience than having the email on the page somewhere. I do see it's slightly lengthy as to get to the flow you need to click the help button, type in something that's wrong, then see that there's a prompt to contact support at the bottom of the popup. Or is this the "Support widget" you're talking about?

JLuse commented 11 months ago

Yes, left-hand side, that flow is preferred. I think the customer was hoping for a way to have the email more exposed in case the there are any problems with that method, or just an alternative to get in touch.

brianthi commented 11 months ago

Got it, let me float this by design as it can be a quick solve. In the mean time i'll put it into our backlog