# 2023-08 Support Squad Meeting Agenda

This is an overview/agenda for the upcoming 9th August, 2023 Support Squad meeting.

## Updates

- Welcome `@lloyd1000`, `@finewolf`, `@.nickadeemus`, `@lostra01`, `@.phallon`, `@y_nk`, `@noktasizi`, `@joshuaiz`, and`@takarure` to `@support-patrol`!
- Tag insights bot has been reformatted to be much more compact and easier to read [Thanks `@delucis`!](https://github.com/withastro/houston-bot/pull/10)
- `astro-compress` was deleted and reuploaded empty, use [`@otterlord/astro-compress`](https://www.npmjs.com/package/@otterlord/astro-compress) as an alternative for now
- [`astro-compress`](https://www.npmjs.com/package/astro-compress) is working again
- Sarah finally made BryceGuy a Discord moderator!

## Support role revamp

- Introduced `@support-patrol` consisting of active support contributors from around the community.
- `@support-squad` still exists, but we no longer have to worry about it becoming non-pingable.
- **Questions**:
- Have we been looking for more people to offer the role to?
- Are we OK with who we currently have?
- Any revisions to the actual members, or the process to be made?

## Support Documentation

**What CAN'T Support Squad help with - Defining our boundaries**

- Frustrations Raised:
- Pinging individuals by name
- How to exit a situation when necessary
- People ignoring actual recommendations, but still asking for help
- Asking for help but not providing any details about the problem or project

- Sarah suggested a document of common/stock phrases & responses for exiting situations, or explaining things.

- **NOTE FROM SARAH**: Fred/Nate are going to be doing a huge Astro Issue triage, and also considering what kind of ISSUES Astro can help with. They may be able to join this call, but it might be a group effort re: "Astro Support/Bug Filing" etc. (If you think we struggle with, "My project with these 12 custom things, and no reproduction" in support threads, imagine that as a bug filed to GitHub Issues!)

**What CAN Support Squad help with**

- Need a document that explains how to get started with contibuting to all the different support activities around the community and how the support roles work

- Wassfila has done some work on making definitions for tags and linking to the Astro docs for each, to bring the support/docs pipeline closer together; support mods to review, then to decide where to make this available to others.
- Where should this be available? (gen pop, support patrol?)
- in an auto-support thread first reply post?
- In the existing "Support Squad" document in docs that can be revamped (right now, it only talks about how support squad can help docs)

## Discord forum search

**Problem:** Discord's forum search feature breaks, after scrolling just a few posts down.

- For now we can recommend people use the server-wide search, which also includes conversations from other channels (unless you use it in `#support`).
- Tip: you can include `in:support` to get only results in support threads!
- Would an external solution, such as answeroverflow.com, be useful?

## Kapa AI

**Question:** Is it worth it?

- A few weeks ago, some support squad members ran through responses in `#support-ai` and rated the response
- Do we feel it is contributing value to community members?
- How often do other members need to jump in?
- How well is `#support-ai` monitored? And does it need to be?
- Looking at response rate for thumbs up/thumbs down

- Wassfila's up/downvoting experience:

- it is hard to go back long in history, a list of not voted ones could help
- Wassfila asked Chris for at least read-only access to [the discord support bot repo](https://github.com/withastro/houston-bot/pull/10): closed program or site that helps identify non-answered posts?
- Can't remove a vote, only switch between up/down
- I can't delete threads where original message is removed, who has the right to do so? Maybe it makes sense for `@support-mod`?
- I would suggest, if not the only stats, to make stats per post and not per single kapa message

- Do the prompts on unanswered posts in `#support` directing people to `#support-ai` help?
- Do people proceed repost their question `#support-ai`, and if so, does that answer help?
- Are people frustrated by this message?

**Stats Report** (2 weeks, 1 month, 3 months)

> **Reminder, for comparison**: LAST month when we checked:
*- 26-34% of questions got any thumb at all, split about 50/50 up and down*
*- Conclusion: roughly 1/4 to 1/3 of the time, people are giving feedback on the prompt, and only half of that time indicating that it gave a useful answer.*