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
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 |
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| timeline | true |
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| pagelinks | |
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| pagelinks | title | Roadmap%20Planner |
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| hash | 412e1641a774840d4a74082da29d6867 |
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Areas Touched
MVP Requirements
Requirement | User Story | Importance | Jira Issue | Mobile Ticket | Notes |
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| 1 | Add a “Download Support Packet” button to allow customers to generate the support packet. | | | | N/A | considering plugin |
Server OS Database type & version List plugins installed (including versions) LDAP vendor name & version Query on Elastic Search server Attachments
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When log level is not at debug level, display a warning “Your support packet output will be limited until log level is changed” | | | | | |
Add support links and instructions to get help from support or community and best practices. e.g. Zendesk for EE customers. | | | | | |
Telemetry | | | | | |
Requirements - Phase 2
| Requirement | User Story | Importance | Jira Issue | Mobile Ticket | Notes |
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| 1 | 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: | Hossein - For connection to database, how would they even even access their instance to generate it if connection to database is failing? I feel it may be redundant? Unless I’m missing some context here. | | | N/A | |
| 32 | Information collection (collected from system admin when support packet is requested): 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
| Hossein - I feel this is redundant as zen desk support ticket already provides ask these. Wouldn’t it be redundant asking these questions and then having them to ask it again in Zendesk submit a ticket? For reference this is what the submit a ticket looks like and I feel these fields can just be added to that.  Image Added | | | N/A | |
| 43 | 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 (Optional) - LDAP Trace 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
| 5 | Telemetry | | N/A | 6 | | | | | |
| 4 | | | | | N/A | |
Open Questions
Question | Answer | Date Answered |
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Since this will be a plugin, do we need telemetry? | | |
Is collecting logs from all servers in the cluster a hard requirement for MVP? | | |
Out of Scope for MVP