Supporting continuous deployment with aplomb

Providing support to a company that dogfoods itself and then ships its collective face off is ... complicatedly fun. The GitHub support team sees bugs, friction, user experience and :hearts:. By using logic+empathy, support and developers do right by our excellent user base. I'll tell you a bit about the unique and thoughtful ways we work that let us stay nimble (read: don't drag the devs down).

Video here:
http://youtu.be/5wg3cej5GGk

Transcript

1. Supporting Continuous Deployment or Let’s Ship Monday, June 10, 13
2. 4 million users 300 new requests/day 550 replies/day 14 supportocats Monday, June 10, 13
3. Monday, June 10, 13
4. I deployed https://github.com/ github/github/pull/11824 which should fix some archive issues (zip / tar downloads). If you see any problems around generating repo archives in the next couple days ping me. foca Monday, June 10, 13
5. Monday, June 10, 13
6. Monday, June 10, 13
7. GOOD BUG REPORTS * identify a bug (not user error, etc.) * recreate a bug, document well * include user data from support requests Monday, June 10, 13
8. 0 15 30 45 60 day 1 day 2 day 3 day 4 day 5 day 6 day 7 Support Load Well, they noticed Took care of the bugs change is hard Edge cases none some a bunch a metric ton a shit ton Monday, June 10, 13
9. GitHub Issues Monday, June 10, 13
10. Monday, June 10, 13
11. Sorting a lot of data Bugs and bugs and complaints and complaints and complaints. Data was emotional Users who care are users who swear. Monday, June 10, 13
12. Monday, June 10, 13
13. Fuck YEAH, dossier Monday, June 10, 13
14. Squash bugs Monday, June 10, 13
15. Monday, June 10, 13
16. Rows and rows: Hard to ignore. Monday, June 10, 13
17. Hits you right in the feels: “As a (partially) colorblind user, I find the new tags to be a lot more difficult to scan at a glance.” Monday, June 10, 13
18. Also in the feels: “Under the new label styles, instead of 46 distinct colors, we can distinguish about six. All the reds/pinks/oranges look the same, all the black/light grey/dark grey look the same.” Monday, June 10, 13
19. Two hours later: “Damn, nice comprehensive list. I'm about to deploy fixes for the bugs pertaining to ‘can't delete labels’ and ‘can't add labels after removing all of them’.” Monday, June 10, 13
20. Two hours later: “You are my hero.” Monday, June 10, 13
21. Monday, June 10, 13
22. Monday, June 10, 13
23. low ego==fun people Monday, June 10, 13
24. low ego==fun people Monday, June 10, 13
25. Fin Monday, June 10, 13
26. Fin Monday, June 10, 13