We had some discussion in Aus yesterday about support documentation for people who are doing customer support, and some of us () needing a bit more documentation to lean on.
To me, the obvious place to put this documentation is the Super Admin guide, as it’s processes that are only available to Super Admins. But there isn’t necessarily the most obvious place to put them within that guide at the moment as it’s mostly about instance set-up.
Are people happy for me to edit that guide a little to make a ‘Delivering Customer Support’ section? With subsections for specific areas. (Probably involves a little bit of an edit to the Managing Users section as well to pull some of that content into a Delivering Customer Support section instead)
Then are people happy to help build up the content in this new section? I think we should have a similar aim that we defined for customer support and the User Guide, that if a question is asked (in this case in the #instance-managers slack channel) and you’re going to write an answer to help someone, where possible we should write the answer directly into the Super Admin guide and share the link instead. In this way we build a rich document that constantly is added to and we increase people’s ability to help themselves without needing customised support.