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Document owner

Dennis Kittrell (Deactivated)

Designer

Michael Gamble (Deactivated)

Tech lead

Scott Bishel

Technical writers

QA

OKR

ProductBoard

Product Board Link

Design Spec

<pending>

Technical Spec

Test Plan

<pending>

Objective

Create an in-product “Request Support” button, which will provide information to our support teams about the customer’s deployment and log files. This will help to reduce time to close customer support issues and inquiries by reducing the time needed to collect information regarding a customers’ deployment. 

Background

This is a long requested by Mattermost’s Technical Support team and has resurfaced in the technical escalations working group.

Success metrics

Goal

Metric

User Scenarios

  • Customer can request support from in-product

  • Support receives additional deployment information, configurations and server logs from customer

  • Integration with Zendesk via email

Assumptions

Phases & Milestones

Roadmap Planner
maplinks
timelinetrue
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pagelinks
titleRoadmap%20Planner
hash412e1641a774840d4a74082da29d6867

Areas Touched

  • System Console UI

Requirements

Requirement

User Story

Importance

Jira Issue

Mobile Ticket

Notes

1

Add a “Download Support Packet” button to allow customers to generate the support packet.  

Status
colourRed
titleHIGH

N/A

2

When packet generation is initiated, several tests will be performed and results from those tests will be included in the downloaded support packet.

Tests performed: 

  • Connection to Database

  • Connection to LDAP or SAML system (if configured)

    • If either test fails alert Customer on screen

Status
colourRed
titleHIGH

N/A

3

Information collection (collected from system admin when support packet is requested): 

  • After pressing the button a modal is presented allowing the customer to add more information: 

Text:  Please describe the issue you are experiencing in detail.  This information will be included in the downloaded support packet.  

  • Description of the issue - Text Area

  • Users affected and % of productivity affected - Numeric Text Field

  • Steps to reproduce issue - Text Area

  • Mattermost Component:  WebApp, Desktop App, Mobile App, Command Line, Authentication, Other - Dropdown

  • Description of your Environment (Windows, MacOS, Linux, other.  High Availability) - Text Area

  • Database type:  MySql, Postgres, ElasticSearch, other (describe) - Dropdown & Text Field

  • Database version - Text Field

Status
colourYellow
titleMedium

N/A

4

All of the below data should be included in the downloaded support packet

  • Site Name

  • Edition [ie: Enterprise Edition E10]

  • Number of users

  • Mattermost version

  • License issued

  • Start date of license

  • Expiry date of license

  • Build Hashes

  • Username / Email of person that initiated the support packet download

  • Test results

  • Data from information collection form

    • Issue Description

    • Steps to Reproduce

    • Mattermost Component

    • Environment

    • Database Type

  • Attachments

    • Log File

    • Config.json (passwords scrubbed)

5

Telemetry

Status
colourGreen
titleLOW

N/A

6

N/A

Open Questions

Question

Answer

Date Answered

Out of Scope for MVP