RE: Support Tickets

Subject: RE: Support Tickets
From: "Cardimon, Craig" <ccardimon -at- M-S-G -dot- com>
To: 'Daniel Friedman' <daniel -dot- friedman42 -at- gmail -dot- com>, 'Lauren' <lauren -at- writeco -dot- net>
Date: Thu, 29 Sep 2016 18:22:28 +0000

I beg to differ. First, nothing is "outside" the job description of a tech writer unless you decide it it. It depends on the writer, the job, and the company culture. Plus, if reviewing support tickets helps me to improve the docs, I'm all in.

-----Original Message-----
From: techwr-l-bounces+ccardimon=m-s-g -dot- com -at- lists -dot- techwr-l -dot- com [mailto:techwr-l-bounces+ccardimon=m-s-g -dot- com -at- lists -dot- techwr-l -dot- com] On Behalf Of Daniel Friedman
Sent: Thursday, September 29, 2016 2:18 PM
To: Lauren <lauren -at- writeco -dot- net>
Cc: TechWhirl (techwr-l -at- lists -dot- techwr-l -dot- com) <techwr-l -at- lists -dot- techwr-l -dot- com>
Subject: Re: Support Tickets

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.
>>
>>
> ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
> Visit TechWhirl for the latest on content technology, content strategy
> and content development | http://techwhirl.com
>
> ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
>
> You are currently subscribed to TECHWR-L as daniel -dot- friedman42 -at- gmail -dot- com -dot-
>
> To unsubscribe send a blank email to
> techwr-l-leave -at- lists -dot- techwr-l -dot- com
>
>
> Send administrative questions to admin -at- techwr-l -dot- com -dot- Visit
> http://www.techwhirl.com/email-discussion-groups/ for more resources
> and info.
>
> Looking for articles on Technical Communications? Head over to our
> online magazine at http://techwhirl.com
>
> Looking for the archived Techwr-l email discussions? Search our
> public email archives @ http://techwr-l.com/archives
>



--
*Daniel Friedman*
*friedmantechpublications.com* <http://friedmantechpublications.com>
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Visit TechWhirl for the latest on content technology, content strategy and content development | http://techwhirl.com

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

You are currently subscribed to TECHWR-L as ccardimon -at- m-s-g -dot- com -dot-

To unsubscribe send a blank email to
techwr-l-leave -at- lists -dot- techwr-l -dot- com


Send administrative questions to admin -at- techwr-l -dot- com -dot- Visit http://www.techwhirl.com/email-discussion-groups/ for more resources and info.

Looking for articles on Technical Communications? Head over to our online magazine at http://techwhirl.com

Looking for the archived Techwr-l email discussions? Search our public email archives @ http://techwr-l.com/archives
Information contained in this e-mail transmission is privileged and confidential. If you are not the intended recipient of this email, do not read, distribute or reproduce this transmission (including any attachments). If you have received this e-mail in error, please immediately notify the sender by telephone or email reply.
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Visit TechWhirl for the latest on content technology, content strategy and content development | http://techwhirl.com

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

You are currently subscribed to TECHWR-L as archive -at- web -dot- techwr-l -dot- com -dot-

To unsubscribe send a blank email to
techwr-l-leave -at- lists -dot- techwr-l -dot- com


Send administrative questions to admin -at- techwr-l -dot- com -dot- Visit
http://www.techwhirl.com/email-discussion-groups/ for more resources and info.

Looking for articles on Technical Communications? Head over to our online magazine at http://techwhirl.com

Looking for the archived Techwr-l email discussions? Search our public email archives @ http://techwr-l.com/archives


Follow-Ups:

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

Previous by Author: Support Tickets
Next by Author: Documentation for REST APIs
Previous by Thread: Re: Support Tickets
Next by Thread: Re: Support Tickets


What this post helpful? Share it with friends and colleagues:

Sponsored Ads


Sponsored Ads