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Support@GitHub (Night of Support)
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Mike Adolphs
May 15, 2015
Business
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Support@GitHub (Night of Support)
Mike Adolphs
May 15, 2015
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Transcript
the best way to build and ship software Support@GitHub Mike
Adolphs | @fooforge
the best way to build and ship software ! 2
Support@GitHub @fooforge
the best way to build and ship software ! 3
Support@GitHub GitHub, Inc.
the best way to build and ship software ! 4
Support@GitHub GitHub, Inc.
the best way to build and ship software ! 5
Support@GitHub GitHub, Inc. GitHub makes it easier to work together than to work alone!
the best way to build and ship software ! 6
Support@GitHub Support teams
the best way to build and ship software ! 7
Support@GitHub Support teams """" """" """" """" " " " " """" """" """" """"
the best way to build and ship software “ ”
! GENTLEMEN, YOU CAN'T FIGHT IN HERE! THIS IS THE WAR ROOM! - PRESIDENT MERKIN MUFFLEY Support@GitHub A Team Effort 8
the best way to build and ship software ! 9
# " " " Asia/Pacific starts working on a ticket. A/P hands off the ticket to Europe " " Europe hands off the ticket to the US Support@GitHub A Team Effort
the best way to build and ship software “ ”
! HUSTON, WE’VE HAD A PROBLEM! - JIM LOVELL 10 Support@GitHub Complex issues
the best way to build and ship software ! 11
Support@GitHub Toolbox
the best way to build and ship software “ ”
! MAMA ALWAYS SAID LIFE WAS A BOX OF CHOCOLATES. YOU NEVER KNOW WHAT YOU’RE GONNA GET. - FORREST GUMP 12 Support@GitHub Unpredictability
the best way to build and ship software ! 13
Resolution Time (past 6 months): 7.5 days Average Assign Time (past 6 months): 3.5 hours $ # Support@GitHub Ticket statistics
the best way to build and ship software ! 14
Support@GitHub Da da dada da da, da da da da dada da da!
the best way to build and ship software ! 15
Support@GitHub Toolbox
the best way to build and ship software ! 16
% % & ZENDESK Ticket system HALP Ticket system TEXT EXPANDER Canned replies Support@GitHub Toolbox
the best way to build and ship software ! 17
|2.1.6-‐github| Mikes-‐MacBook-‐Pro in ~/Downloads ◦ → 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 Support@GitHub Toolbox
the best way to build and ship software ! 18
|2.1.6-‐github| Mikes-‐MacBook-‐Pro in ~/Downloads ◦ → ssh -‐p 122 admin@172.16.136.145 -‐-‐ "ghe-‐support-‐bundle -‐o" > support-‐bundle.tgz tar: Removing leading `/' from member names tar: /github-‐support-‐bundle/openvpn-‐logs: File removed before we read it |2.1.6-‐github| Mikes-‐MacBook-‐Pro in ~/Downloads ◦ → ll support-‐bundle.tgz -‐rw-‐r-‐-‐r-‐-‐ 1 fooforge staff 4115707 May 15 14:59 support-‐bundle.tgz 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 Support@GitHub Toolbox
the best way to build and ship software ! 19
Support@GitHub Toolbox
the best way to build and ship software ! 20
Support@GitHub Toolbox
the best way to build and ship software ! 21
Support@GitHub Da Da Da Da Da Da Da Da Da Da Da Da Da… BATCAT!
the best way to build and ship software “ ”
! YOU CANNOT SHAKE HANDS WITH A CLENCHED FIST. - INDIRA GANDHI 22 Support@GitHub People skills
the best way to build and ship software ! 23
" ' ( BE KIND BE HONEST EXPLAIN Support@GitHub People skills
the best way to build and ship software “ ”
! PEOPLE WILL FORGET WHAT YOU SAID. PEOPLE WILL FORGET WHAT YOU DID. BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL. - MAYA ANGELOU 24 Support@GitHub Make a difference
the best way to build and ship software ! 25
Support@GitHub Make a difference
the best way to build and ship software ! 26
Support@GitHub Work for us! mike@github.com http://github.com/about/jobs
the best way to build and ship software Credits: Wikipedia,
Loren Javier, Florian, Matthew McCullough, John Trainor, gnuckx, Phil Romans, GitHub Music: from bensound.com Thanks!