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SupportProcedure
Our customers are a high priority. This does not mean we need to fix all problems immediately. Rather, we need to respond to requests promptly, document the issues, and keep the customer informed about the progress.
In our market, we can expect our customers to email us directly. They are busy, and they do not understand our systems. We can try to get them to use GitHub Issues, but it's likely we will have to create tickets for them.
When a user emails, we should create at least one ticket. It's important to create the user's information private. We don't need to mention them by name, but we can show most details such as screenshots (editing out personal info if necessary). If you think they would like to be kept up to date, use an @mention with their GitHub user name. If there are multiple problems, create multiple tickets.
Once you have documented the problems, reply to the user with some links to the issues. Also let them know that they can watch the issues if you think they don't know GitHub. Give them a time frame (within a day, few days, week, etc.) when we'll get to the issues.
If the issues are too complex to document quickly, then respond to the user telling them when you will get back to him. It's always important to set clear expectations and to meet those deadlines.
We need to prioritize issues regularly. Perhaps this should be done every Friday.
GitHub Issues does not have a "deadline" link for each issue. Milestones are a hassle and would clutter the output. You really just want a date. There's no way to set these either.
The best we can do is visit the customer facing issues periodically, e.g. every Friday, and follow up with users. For this, to work, we should label each customer facing issue with Customer. This will allow us to review all open Customer issues in one place.
We should email customers about the issues regularly. Ideally, we'd do this with @mention, but that's not always possible. If it is a personal contact, the person doing the contacting should make sure we all have the email address of the customers with outstanding issues.