the best way to build and ship software
Support@GitHub
Mike Adolphs | @fooforge
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@fooforge
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GitHub, Inc.
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GitHub, Inc.
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GitHub, Inc.
GitHub makes it easier to work
together than to work alone!
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Support teams
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“
”
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GENTLEMEN, YOU CAN'T FIGHT IN HERE!
THIS IS THE WAR ROOM!
- PRESIDENT MERKIN MUFFLEY
Support@GitHub
A Team Effort
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#
" " "
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
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”
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HUSTON, WE’VE HAD A PROBLEM!
- JIM LOVELL
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Complex issues
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Toolbox
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”
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MAMA ALWAYS SAID LIFE WAS A BOX OF
CHOCOLATES. YOU NEVER KNOW WHAT
YOU’RE GONNA GET.
- FORREST GUMP
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Unpredictability
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Resolution Time
(past 6 months):
7.5 days
Average Assign Time
(past 6 months):
3.5 hours
$ #
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Ticket statistics
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Da da dada da da, da da da da dada da da!
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Toolbox
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% % &
ZENDESK
Ticket system
HALP
Ticket system
TEXT EXPANDER
Canned replies
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Toolbox
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|2.1.6-‐github| Mikes-‐MacBook-‐Pro in ~/Downloads
○ →
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|2.1.6-‐github| Mikes-‐MacBook-‐Pro in ~/Downloads
○ → ssh -‐p 122 [email protected] -‐-‐ "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
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Da Da Da Da Da Da Da Da Da Da Da Da Da… BATCAT!
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”
!
YOU CANNOT SHAKE HANDS WITH A
CLENCHED FIST.
- INDIRA GANDHI
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People skills
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" ' (
BE KIND BE HONEST EXPLAIN
Support@GitHub
People skills
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”
!
PEOPLE WILL FORGET WHAT YOU SAID.
PEOPLE WILL FORGET WHAT YOU DID.
BUT PEOPLE WILL NEVER FORGET HOW
YOU MADE THEM FEEL.
- MAYA ANGELOU
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Make a difference
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Support@GitHub
Make a difference
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Support@GitHub
Work for us!
[email protected]
http://github.com/about/jobs
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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!