Guides for the people who run the system every day: what each feature is for, the reasoning behind it, and the steps to use it well.
Group the tickets of one big piece of work into a project, see how far along it is, and post progress updates in one place instead of in chat messages. · 4 min read
For QA - find the tickets waiting for a check, test the fix on the live page, give a clear pass or fail, and know what happens next. · 2 min read
Turn a customer conversation into a ticket without retyping it, hold the chat open until the work is done, and let whoever fixes it tell the customer and close the conversation. · 5 min read
For engineers and lead engineers - how to pick up tickets, keep them moving, work on them together with collaborators, ask the reporter a question, close them with a note, and ask QA to check your fix. · 11 min read
Raise a task instead of a Slack message when you need someone in another team to do something - it has one owner, a thread, and a done - and work through the tasks other people sent you. · 4 min read
Report a bug or ask for a feature from aiku or Slack, follow what happens to it, answer the engineers' questions in time, and rate the fix when it is done. · 5 min read