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Updating Support goals to reflect Q1 goals #10122

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Updating Support goals to reflect Q1 goals #10122

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Update objectives.mdx
abigailbramble Dec 12, 2024
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Update contents/teams/support/objectives.mdx
abigailbramble Dec 12, 2024
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30 changes: 16 additions & 14 deletions contents/teams/support/objectives.mdx
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### Improve our SLA achievement without causing a CSAT catastrophe (Ben & Ben)
- **Rationale:** Business as usual = A good start
- **What we'll ship:** [See issue](https://github.com/PostHog/meta/issues/246)
- **We'll know we're successful when:** We're regularly hitting 90% SLA achievement for Normal+ prio tickets. CSAT doesn't fall below 80%.
### Improve efficiency and consistency of how we use Zendesk (Ben)
- **Rationale:** Less confusing Zendesk = more consistency across support and more efficient support.
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This is the only goal I think needs work - I can't tell what we are actually going to do here, as it's still written in quite a vague/corporate kind of way. Could we have a go at making this a bit more specific?

- **What we'll ship:** Improvements to, simplification of, and clarity around Zendesk procedures and implementation.
- **We'll know we're successful when:** The first resolution time and full resolution time metrics are going down.

### Make everyone a subject matter expert as part of their onboarding (Abigail)
- **Rationale:** More experts = fewer escalations
- **What we'll ship:** Issue coming soon
- **We'll know we're successful when:** Everyone is an expert in something and we have a playbook for learning when we hire next.
### Streamline support workflow by implementing features in ZenHog (Haynes)
- **Rationale:** Improved support tooling = support can ship things faster.
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My approval isn't needed, but as fly-by feedback: I adore this goal. Love that we're building our own tools and that things that originally came out of a hackathon can continue to improve and become more useful!

- **What we'll ship:** Integration with GitHub issue creation, links to user’s org’s Vitally and Stripe, and information / solution from related tickets.
- **We'll know we're successful when:** The support team is actively using these tools and feeling less encumbered.

### Launch the support AI (Steven)
- **Rationale:** Less tickets = better support
- **What we'll ship:** MaxAI, in-app.
- **We'll know we're successful when:** It's running and we have a view on if it's worth continuing with.
### Optimize Max AI in the sidebar (Steven)
- **Rationale:** Better Max = more case deflection = more time for support to spend on more complex tickets.
- **What we'll ship:** Optimized Max (details coming soon to a GitHub issue near you).
- **We'll know we're successful when:** Max is regularly deflecting a good number of tickets and that number is increasing with optimizations.

## Side quests
- Ship Max AI and track reduction in the overall ticket volume (Steven)
### Everyone in support is an SME (Abigail)
- **Rationale:** SMEs = less escalations to engineering = we ship more things.
- **What we'll ship:** Framework and resources for developing SMEs in selected product areas. Implement these and train the current team as SMEs.
- **We'll know we're successful when:** The percentage of escalated tickets is decreasing in areas that we have trained SMEs.


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