This document contains a minimal, repo-tracked plan to set up customer support infrastructure.
Goals:
- Ticketing: integrate Zendesk/Intercom
- In-app help center: docs and FAQ
- Support email: support@example.com (placeholder)
- Basic SLA and escalation templates
Checklist:
- Provision Zendesk or Intercom workspace
- Configure email routing to support@example.com
- Create knowledge base and import
docs/FAQ.md - Add in-app help center links (frontend changes required)
- Train support team and document SLAs
- Add basic analytics and alerting for ticket volume
Notes:
- This file is a starting point and does not perform any automated provisioning.
- For operational deployment, runbook steps should be executed by the platform team.