Our technical support and membership teams - @abartell, @annat, @asoto, @eatoni, @kluschek, @pdavis, @sallyjennings, @Shayn, and myself - meet nearly every working day during my morning to discuss complex issues raised in support queries sent to us at firstname.lastname@example.org and here in the community forum. During these 30-minute sessions, we share important lessons learned, compare notes, discuss your issues in detail, and decide on a plan of action for the support issues raised that day. On average, we’ll collectively discuss four or five challenging issues each day.
For example, in October 2021, we discussed 73 issues over 18 support standup meetings. We learn a lot about our members and your practices and our products and services during these meetings. I leave those meetings more confident in my abilities to serve our members. I believe the rest of the team feels similarly. From these meetings, we share information about many of the more challenging or thought-provoking questions with our colleagues, but we all thought: why not share these with you, our members?
So, here I am: debuting the support ticket of the month in the community forum. We hope you’ll get as much out of this as we do. And, feel free to ask questions and get involved with the discussion about this issue or any other issues within the community forum. Thanks for reading!