Using Github instead of a dedicated support desk like Zendesk?

Hey folks,

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.

Hi @FarzadKhosravi :wave:

I see this is your first post in the Community, so welcome!

You propose some quite ambitious tasks to be done with GitHub features. However, I do not see Discussions and Issues covering all of your needs.
As you pointed out some of the limitations.

These features are certainly a great tool to use in serving your community of users in a public way. It centralizes communication and draws more attention to the work you are doing. That being said, I cannot recommend them as a replacement for a CRM like Zendesk.

At least not in our current iteration of the product.

We’re always working to improve GitHub and the GitHub Support Community, and we consider every suggestion we receive.
You can do so by submitting this through our official product feedback form so that our product team can track your request.

You can also keep an eye on our Changelog as well as the GitHub public roadmap to see features we are working on.