Re: Support Tickets

Subject: Re: Support Tickets
From: Daniel Friedman <daniel -dot- friedman42 -at- gmail -dot- com>
To: Lauren <lauren -at- writeco -dot- net>
Date: Thu, 29 Sep 2016 14:18:16 -0400

Reviewing support tickets or aggregate tagging data to determine product
pain points or gaps in documentation = Good
Being in charge of triage or customer support = Massive time suck that is
totally outside a technical writer job description

On Thu, Sep 29, 2016 at 2:13 PM, Lauren <lauren -at- writeco -dot- net> wrote:

> Perhaps it was my experience with that company. They did not let me have
> access to the system and the users had problems with the system that the
> engineers would not fix. There were no user docs and I was supposed to
> document how the system can be migrated from a Windows system to a Linux
> system. The company had issues and the engineers did not want move away
> from Windows, so they would never agree to discuss the system. The manager
> thought that putting me in charge of help tickets would bypass the holdout.
> It did not.
>
>
> On 9/29/2016 10:18 AM, Robin Whitmore wrote:
>
>> Absolutely! Support tickets and the customer forums are my #1 ways of
>> finding issues w/the docs!
>>
>> On Thu, Sep 29, 2016 at 9:57 AM, Lauren <lauren -at- writeco -dot- net <mailto:
>> lauren -at- writeco -dot- net>> wrote:
>>
>> I was asked to handle support tickets on one project. The manager
>> said it would be a great way to learn how users use the system.
>> No. It isn't.
>>
>>
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--
*Daniel Friedman*
*friedmantechpublications.com* <http://friedmantechpublications.com>
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Follow-Ups:

References:
Support Tickets: From: Cardimon, Craig
Re: Support Tickets: From: Lauren
Re: Support Tickets: From: Robin Whitmore
Re: Support Tickets: From: Lauren

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