Scaling Support: Dip the Data Bucket Every Day – Workshop on January 22, 2018

We’re pleased to announce the third workshop in a series aimed at sharing best practices in support. The workshops are geared to boosting support skills among all those who support coreCore Core is the set of software required to run WordPress. The Core Development Team builds WordPress., plugins, themes, or anything else in the WordPress ecosphere. (Check out the two previous workshops here.) The support team welcomes your ideas for other workshop topics or speakers; feel free to comment here, or give us a pingPing The act of sending a very small amount of data to an end point. Ping is used in computer science to illicit a response from a target server to test it’s connection. Ping is also a term used by Slack users to @ someone or send them a direct message (DM). Users might say something along the lines of “Ping me when the meeting starts.” in SlackSlack Slack is a Collaborative Group Chat Platform The WordPress community has its own Slack Channel at

The workshop

Scaling Support: Dip the Data Bucket Every Day

The best way to provide high-quality support is to have enough well trained and skilled technicians to provide that support. That’s only possible if you know how heavy your support load is and how rapidly its increasing — if at all. The presentation will walk you through my personal strategy of understanding my support team’s support load and how data influences our week-to-week decisions for hiring new support.


Matt Cromwell is Head of Support and Community Outreach at and He is the author of several popular free plugins, and the Lead Organizer of the Advanced WordPress San Diego MeetupMeetup All local/regional gatherings that are officially a part of the WordPress world but are not WordCamps are organized through A meetup is typically a chance for local WordPress users to get together and share new ideas and seek help from one another. Searching for ‘WordPress’ on will help you find options in your area. and AWP Facebook group, which boasts over 29K members. He’s a popular blogger at his personal site,,, and

When is it?

Monday, January 22, 2018, 18:00 UTC, it will last for about an hour and includes Q&A.

A link to the Zoom teleconference will be provided in the #forums Slack channel about 10 minutes before the session begins.

How do I join?

The session will be run via videoconference. Please download the free Zoom app ahead of time. You can run Zoom on most desktop and mobile devices. Can’t make it? The session will be recorded and the video posted later – keep your eye on this P2P2 P2 or O2 is the term people use to refer to the Make WordPress blog. It can be found at