This page is read only. You can view the source, but not change it. Ask your administrator if you think this is wrong. ====== Support Resolution ====== > 🔄 **Status: Draft** — Review and approve at next Quarterly Session. [[pub:processes:start|← Back to Core Processes]] ---- ===== Purpose ===== To resolve customer and community support requests consistently, with clear response time expectations and a closed feedback loop. ===== Owner ===== **Predrag Tasevski** — Community & Integrations ===== Trigger ===== This process starts when a support request arrives — via FreeScout (email), Discord (#support), Matrix, or GitHub Issues. ===== Steps ===== - **Ticket created** — All support requests are centralised in FreeScout. Requests arriving via Discord or Matrix are copied to FreeScout by Alexander as a new conversation. GitHub Issues that are support requests (not bug reports) are also logged. \\//Tool: FreeScout// - **Triage (within 4 business hours)** — Alexander triages the ticket: Is it a bug, a feature request, or a usage question? Assigns a label and priority (P0 critical / P1 high / P2 normal). \\//Tool: FreeScout// - **First response (within 1 business day)** — Alexander sends an acknowledgement and initial response. For usage questions: answer directly or link to documentation. For bugs: confirm reproduction and log in GitHub Issues. \\//Tool: FreeScout, GitHub// - **Resolution** — For usage questions: close the ticket once the customer confirms resolution. For bugs: Peter reviews and schedules a fix. Alexander notifies the customer of the expected fix timeline. \\//Tool: FreeScout, GitHub// - **Close and log** — Ticket marked resolved in FreeScout. If the issue reveals a documentation gap, Alexander opens a documentation task in OpenProject. If the issue reveals a product gap, it goes on the [[pub:company:traction#issues_list|Issues List]]. \\//Tool: FreeScout, OpenProject// ===== Response Time Targets ===== ^ Priority ^ First Response ^ Resolution Target ^ | P0 — Critical (data loss, auth failure, outage) | 2 hours | 24 hours | | P1 — High (feature broken, workaround available) | 4 business hours | 3 business days | | P2 — Normal (usage question, minor issue) | 1 business day | 5 business days | ===== Tools ===== * **FreeScout** — primary support inbox * **GitHub Issues** — bug tracking * **Discord / Matrix** — community support channels * **OpenProject** — documentation and product improvement tasks ---- ==== Revision History ==== ^ Date ^ Change ^ Updated by ^ | 2026-05-25 | Initial draft | Predrag Tasevski | ---- [[pub:processes:start|← Back to Core Processes]] {{tag>processes support community customer-success}}