This is the third article on Writing Supportable Software, helping all those customers and support engineers work with our software products and troubleshoot them themselves (i.e. going as far as possible down the troubleshoot path before referring it back to you). You can the first article here…and the second article here… This article is all [...]
Archive for the ‘Support’ Category
Writing Supportable Software 2 – How easy is it to Roll Back
October 28th, 2006
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This is the second article on Writing Supportable Software, helping all those customers and support engineers work with our software products and troubleshoot them themselves (i.e. going as far as possible down the troubleshoot path before referring it back to you). You can the first article here… This article is all about what you do [...]
Writing Supportable Software 1 – Tracing for maximum effect
October 27th, 2006
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At work (C2C) I’m responsible for the development team and the technical support team and it proves to be a surprisingly difficult task maintaining a balance between their respective objectives – the two extremes are : Support has little or no contact with development, bug escalations are done in a very formal way and the [...]
Steps in the technical support process
May 16th, 2006
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I have been looking at how to make improvements (in productivity) in our technical support team recently. One of the ‘tick list’ items I always put on job Descriptions (when advertising) is “Must have a logical and methodical approach to troubleshooting technical problems”. I went right back to basics and thought about ‘how do I [...]
SupportSuite Knowledgebase RSS feed
April 24th, 2006
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I logged a feature enhancement to allow the KB article RSS feed to include articles from ALL categories. This was set as a LOW PRIORIY by Kayako, but is a high priority for me – nothing else for it, I had to fix it myself….. Here’s how I added the feature to enter 0 as [...]
Technical Support v’s Application Support
December 19th, 2005
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I have been in my current role for almost 12 months now (Technical Director for C2C Systems). During this time I have refocused the support group from being Application Support people to Technical Support people.So, what does this mean and why did I do it… Application Support – adjThe process of helping customers install, configure, [...]
