If you want to adopt only one thing from this series, then I would recommend this one. Automating processes, replies, and basically whatever you can is probably the best time saver. In this post I’m focusing more on what can be automated in a support exchange. Of course if you zoom out and take a look at support processes for example, there is a wide range of opportunities there as well.
After being up-to-date this is probably the second thing the support agent will ask you to do.
It will help you get closer to the source of the issue. You can find out whether the issue is actually with the plugin in question, is the issue caused by another conflicting plugin, the theme you are using, or maybe some custom code in the theme.
A lot of support exchanges start with some kind of a conflict testing.
“Switch of all plugins, switch to a default theme, yadda yadda yadda”.
But sometimes it is totally useless and does not and will not produce results.
This is the first set of tips for Support Agents in the Faster Support – For Both Sides series.
This year (2019) in September I participated at WordCamp Zürich in Switzerland. I applied with a talk about how a support exchange, and thus reaching a resolution can be made faster. And I thought it would make a great blog series.
It’s Sunday morning. The day after WordCamp Europe in Berlin. I get up, take a shower, and head out to get some breakfast.
They let Gutenberg out of the cage. This has been an emotional roller-coaster for a lot of people. It has been an interesting process. So here are my ramblings.
I found the experience of talking at a WordCamp so exhilarating, that I wanted to do it again. About what? I didn’t go too far from the topic of the year before, but it was different.
For 2.5 years now – time flies when you’re having fun – I’ve been helping the users of The Events Calendar and co. solve their issues with the plugins from Modern Tribe. In a lot of cases, especially when it comes to some customization, I usually share snippets with them through Gist by GitHub. But searching in that repo makes my eyes twitch. So …