Thank you for your patience, we wanted to make this response a guild effort. Please find the replies below, hopefully this will address everyone’s concerns.
We always believed that the number of tickets is not really as important as whether users can get relevant information. The better the documentation and instant help (#bugs-n-feedback and #questions channel on Discord) the less tickets we are going to get as people only raise a ticket if relevant information is missing or hard to find. We cannot do a lousy job on documentation or Discord just to keep ticket numbers up. The number of tickets in November was 107 but the new ticketbot feature in HubSpot is already reducing the number of tickets. The stats we were trying to get out of HubSpot was how much the new ticketbot reduced the number of support tickets as it gives quick and relevant information to the most frequently asked questions. When I was able to look at the stats (until the trial ran out) it was roughly 3:1 so without the ticketbot the number of tickets could be as much as three times higher. Additionally with maintenance and fine tuning we will hopefully reduce it even more. HubSpot (in the free version) does not give us additional info on the KPIs in our proposal i.e. first response time and resolution time and it works differently. We are still evaluating it (so we can adjust our OKRs and KPIs accordingly) but we ran into a roadblock with the trial version expiring and not being able to integrate into the AA HubSpot. In November the ‘Ticket average time to close’ measurement from HubSpot is 20,7 hours which is within the 24 hours in our proposal.
Predicting the number of user support tickets for the new App is somewhat impossible as we are not involved in the user/developer documentation creation so we do not know if relevant information will be available and easy to reach.
All this season:
Most active channel at Aragon is the Questions channel
dTech Voice Hours
Messages in the questions channel
Messages in dtech-general:
Most active channel at Aragon is the Questions channel
HelpScout went down after requesting payment fell on deaf ears and even if we wanted to we could not have paid the current subscription out of dTech’s budget due to the payment setup at HelpScout. So after a few days waiting for AA to sort out the payment we flip the switch to Hubspot which was cca. 10% setup. As discussed numerous times before using HubSpot and/or migrating to it is NOT in our proposal as a deliverable nor was it in our previous proposals. dTech has never had an ‘official’ approach to setup Hubpot.
We pretty much had to learn HubSpot and set everything up from scratch, replace the floating widgets on the website etc. We did not migrate over, we were forced to move as at the time we did not (and at the time of writing still do not) have access to HelpScout after its closing and revocation of access due to non payment. I am assuming that once the payment issue is resolved we will have access to all historical data. The question is whether it is worth paying another year’s worth of subscription for this data.
Also, as far as I could tell data could not have been moved over as HelpScout is not a CRM, simply a support ticketing solution.
This abrupt move to Hubspot was talked about in the AN DAO all hands meeting numerous times. Currently there are Hubspot tickets, Discord, the forum, and other smaller platforms such as telegram and the tech support forum. Most support happens in Discord in the Questions channel which is the most active channel on Discord, the dtech-general channel, Bug-n-Feedback, and sometimes spread out in other channels and DMs and groups that we are added to.
You can find ALL our End of Month and End of Season reports on our Notion page here under Operations → Transparency → Proposals, reports.
I agree having another forum is not ideal. This discussion has taken place multiple times already with some people concerned with posters looking for support not reading and just posting in governance sections. The purpose of the forum is to hopefully get issues indexed into Google so people can resolve their problems and further reduce tickets and provide a better user experience.
I don’t think it’s fair to say a user getting their 125k ANT is a measurement of success for technical support. We escalated the issue as it was a large sum of money and the Court smart contract error suggested a bug. I have confirmed since the EOS report Barukimang has been in contact with him as well as a few other people here so that was some miscommunication on our part. I don’t think there were any other instances over the last year where support has needed the time of core app developers. Before there was technical support, a lot of the core team’s time was taken up dealing with support issues, this was over a year ago before dTech existed. For this particular issue concerning the 125k bricked in Aragon Court, Mathias provided support for around 30 minutes so I don’t think that was the cause of your block.
As discussed before, dTech is doing way more than just tickets and measuring the success of the guild is not based solely on tickets. In Season 1 we have tried to provide additional metrics we thought were useful from both HelpScout and Discord to show more data and dTech’s activity but it was seen as “unnecessary” and out of scope so we stopped in Season 2. You can find ALL our End of Month and End of Season reports on our Notion page here under Operations → Transparency → Proposals, reports. All four End of Month reports in Season 1 include detailed metrics to which I linked at the end of the EOM report here on the forum.