Require support tickets to be *initiated* by community reps #797
Conversation
I'm working with Sarah in systematizing how we would respond to a request like https://2i2c.freshdesk.com/a/tickets/1259. Among many issues, one is that we don't actually know who the person asking for this is or if they are authorized to ask for this change. See 2i2c-org/infrastructure#3048 for the process of how the linked airtable came to be.
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There may be updates to what airtable exactly is going to be used, see conversation on linked ticket. |
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I think we should also try to label those that are authorized in freshdesk by editing the contact details in freshdesk.
There are these things we can configure in a 2i2c freshdesk contact:
- Full name
- Title
- Work phone
- External ID
- Address
- Company
- Tags
- About
Looking at this and testing what is visible in what ways, I conclude tags wasn't helpful.
- I suggest we either append this kind of status to the "Full name" for maximum visibility, or add it in the "Title" where its seen below the name in the user profile.
- I suggest we also make sure that Company is populated correctly
Check for example Victor's Samuel user profile, also click on company and note that we can use this to navigate to other members of the same community - but perhaps not all if we don't work to organize them.
With a procedure like this in place to update freshdesk users, we can use that information first and formost and fall back to airtable only when needed.
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This is now pending 2i2c-org/infrastructure#3048 (comment). @consideRatio I agree freshdesk would be a good end location for that. However, given that currently partnerships is using airtable as the single source of truth, I think that's the place the 'source of truth' should be. Ideally, we'd be able to do some sort of 'sync' between airtable and freshdesk so freshdesk can show what's in airtable. But I think just having a single page where you can ctrl-f is already a big improvement over what we have now. |
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Ah the merge conflicts! I'll try to find time to get those resolved, but if someone else could i'll gratefully accept that help as well. |
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Thank you @yuvipanda 🚀 |
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w00t, thank you so much @GeorgianaElena |
I'm working with Sarah in systematizing how we would respond to a request like https://2i2c.freshdesk.com/a/tickets/1259. Among many issues, one is that we don't actually know who the person asking for this is or if they are authorized to ask for this change.
See 2i2c-org/infrastructure#3048 (comment) for the process of how the linked airtable came to be.
📚 Documentation preview 📚: https://2i2c-team-compass--797.org.readthedocs.build/en/797/