---
# System prepended metadata

title: 2023-08 Support Squad Meeting summary
tags: [Support Squad Meeting]

---

# August Community call summary

## Issue triage (Nate)

- Issue count in `withastro/astro` repo is climbing
    - Nate & Fred are building a document with guidance
    - Also important for new support member onboarding
    
## Can support squad help with issues?

- Document how support can help with issues on GitHub
    - Look for `Help wanted` label 
    - Core will still triage / give priority
    - Validate issues
    - Redirect issues to Discord `#support` if necessary

## Discord forum search issue

- It is a Discord bug so there is not much we can do

- Is answeroverflow or discourse a good alternative?
    - ***Big Privacy concerns***
    - Questions/answers would be in the "open" on the internet
    - Expectation from users that Discord messages are semi-private (on a public forum but not necessarily indexable by the whole internet)

- Can we build a bot / automation for this?

- Everyone agrees that using Discord's global search bar with `in:support` is the easiest and simplest option for now, spread the word!


## Kapa AI

- Agreed that it helps reduce load on `#support`

- Thumbs up / down system has poor insights
    - Only 25% of threads get votes, 50% of votes are upvotes and 50% are downvotes
    - Insights can be skewed
        - People downvote out of frustration
        - People don't know when to upvote (that is why they are asking the question)
        - If the suggestion did work are they coming back to upvote or moving on?
    - Bryce and Wassfila up/downvoted old posts in `#support-ai`, it can be hard and is time consuming
    - Could list up/downvoting as a way to contribute to `@support-squad` in a Support Squad guide
    - Overall, not worth the time/effort to focus on actively up/downvoting current and past threads for accurate insights
    
- Clusters on the other hand are important and useful!

## ACTIONS

**Requires `@core`**:

- Core will post Kappa AI clusters to `#support-squad` channel monthly

**Support Sqaud**

- Spread the word about using Discord's global seach bar with `in:support` as a tempoarary fix for the support forum search bug

- Create an invite template for `@support-patrol`

- Create a document on "How to Ask a Question"

- Create a general guide for Support Squad
    - List ways to contribute
    - Explain roles
    - How to deal with situations
        - Phrases / example messages

