⭐️ Actions

For every support request, you need obviously need to respond to the user. But there are a few other actions you may need to take

Action	When to do it	Why we do it	How to do it
Create GitHub Issue	If it's a bug, feature request, or integration request that doesn't already exist	For users: Answering in public helps users find and/or resolve issues without our support For Fig team: Helps us sort and prioritise issues. It's our issue tracker	Use https://fig.io/i to create issue and search existing issues
Associate User with GH Issue	Feature requests and integration requests. e.g. if a user says they want PyCharm support, associate them with the Jetbrains issue	When we ultimately close an issue, we can reach out to the relevant users and tell them their issue is resolved 😊 In the future, we will associate every support ticket with a GitHub issue (open or closed) and use this data to automatically create our weekly support review	Find the issue in https://fig.io/i Click the "+ Associate User" link Paste the link to the email thread, or the user's email/Twitter handle/Discord username etc
Set reminder to follow up with user	Always unless the user's issue was resolved.	Because we want to make sure the user gets their issue resolved get more diagnostic information that we need to solve the issue get feedback to learn what we can be doing better go above and beyond	Using Superhuman: press `h` OR cmd+k then search "Remind Me". For severe issues set the reminder for 2 business days. For less severe set for 5 business days
Put in Weekly Support Review	For the moment, everything goes in the support review. In the future, support review will be automatically created so long as we create issues accurately and Associate Users with them	The support review gives the Fig Team a summary of everything that happened in "user land" in the last week, allows them to dig deeper into specific issues, and helps the team prioritise for the next week.	This page in Notion
Ask for more information	Basically always	So we can solve user issues!	Attach any of the below information to the relevant GH issue Always ask for concrete examples e.g. "What commands do you run in the terminal every day?", "How did Fig get in your way?". get diagnostics: `fig diagnostic` Sometimes ask for dotfiles (so we can recreate their environment). NEVER: ask hypotheticals e.g. do you think it would be better if Fig did X? let the user tell you the solution. The user does NOT
Schedule a debugging call	Bugs faced by a lot of users, very severe bugs that prevent a user from using their terminal, bugs we just can't seem to debug async	Because we want to get bugs solved asap	https://calendly.com/withfig/debugging
Ask user to contribute themselves	Completion spec related issue that we can't fix immediately and will probably just end up in the backlog if they don't do it	Because it takes the pressure off us!	Link them to fig.io/docs and withfig/autocomplete