Currently, we support our Open source users on Rocket chat. This is not ideal as there is no way to do all the lovely things you can with a dedicated support desk. I was hoping I could use a combination of Discussions and Issues to get rid of the need to have something like Zendesk. Are there guides on doing this effectively?
In order to use Github for this effectively we need to:
Labeling: Possible on issues but not discussions: Loom | Free Screen & Video Recording Software
- Not possible to tag discussions it seems
Reporting: Seems to have good reporting on the number of issues over a certain time period. Not sure about reporting on labels
- No way to report on # of discussions over time or what they are about.
SLAs: Can’t figure out how to set SLAs
Assigning: Can assign issues but not discussions
The biggest issue I foresee is not being able to have aggregate data and reporting, which also requires proper tagging of discussions. SLAs aren’t too important for open source. Assignment management can be handled with the right workflow.