Pockets and Client Code Debugging.

radist
radist
in Support Agents

We often get tickets about bugs that clients have created themselves, with either pockets, their own theme code, or occasionally with code deploys. Its hard to make a call on if we are going to help them outright and debug for them, or just point to the error and ask the client fix it themselves.

Its a tough balance to strike, but we should be be trying to limit these two things specifically:

  • Clients blaming Vanilla core for issues they create
  • Clients becoming slowly less willing to debug themselves


Going to try and collect examples of where we've done this really well, and where we could have maybe coached the CSM to push back, or framed our feedback to encourage the client to debug a bit more in the future.

Comments

  • radist
    radist
    edited July 2020

    Zyxel - Embedding YouTube in Bootstrap using Modal Failing - https://github.com/vanilla/support/issues/2175

    This was a tough one, because zyxel is really caught between CSMs, I'm not sure we could have communicated this faster to the client. I think providing the client a quick fix was excellent here, but I think we could have been more choosy about the escalation. Its usually pretty safe to assume that pockets are implemented by the client, and we simply don't guarantee that deploys wont disrupt client created pockets.

    In this situation I would ask the CSM to coach the client on replicating their pockets on staging so they can test them before releases, and perhaps pass along the fix with a link to the pocket so they can implement it themselves. In the future, we can ask if the CSM knows of any services specific pockets, and maybe slap that in their company description on freshdesk.

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