Apply for teacher training - Support on Apply

There’s one person from Apply on support every week. Next week’s dev is also on hand as the backup support dev.

We've got 2 important documents:

• The regularly updated rota keeps track of who's on both policy and technical support
• The Support Playbook doc tells you what to do (and who should do it) for common situations

What's the purpose of a "support dev"?

Things that a support dev does:

• Unblock support agents by answering questions
• Looking at Sentry errors
• Perform dev-only tasks like running scripts on production
• Improve the support playbook

And not:

• Fix all the issues - just triage, talk to someone to create a card on backlog

Weekly handover

We do a 15 minute handover on Mondays at 12:00.

Agenda:

• Say hi
• What happened last week?
• Update the Slack channel subject
• Schedule a handover for next week

Before going on support

• Make sure you have Zendesk access. You can ask one of the support leads in #twd_bat_support for a seat.

Good practice when editing production data

Attach an audit_comment field to any model updates. For example:

ApplicationReference.update!(
  name: 'Correct name',
  audit_comment: 'Correcting a name following a support request',
)

Include the Zendesk URL in the audit comment.