Reviewing Learn Content Feedback

Sometimes, people submit feedback regarding content on Learn from this form: Report Content Errors and Feedback While we encourage people to submit feedback directly in GitHubGitHub GitHub is a website that offers online implementation of git repositories that can easily be shared, copied and modified by other developers. Public repositories are free to host, private repositories require a paid subscription. GitHub introduced the concept of the ‘pull request’ where code changes done in branches by contributors can be reviewed and discussed before being merged be the repository owner. https://github.com/, people are welcome to use the form on that page, too. These form submissions will arrive in HelpScout and need processing.

  1. When someone submits content feedback that you can immediately action:
    • Reply to them using the “ERROR REPORT: Thank you” saved reply and modify it to be as specific as you need for the situation.
    • Mark it as “Closed”.
  2. When someone submits content feedback that requires further investigation:
    • Log an issue for it on the team GitHub repository.
      1. Create a new issue on GitHub, using the Feedback issue template.
      2. Add the ticket number to the issue title. It should look like: Feedback - Ticket # [Insert Number]
      3. Type /content under the “Type of feedback” section in the issue body.
      4. Fill out “Description” and other applicable sections in the GitHub issue body.
      5. Press “Submit new issue”.
    • Reply to the user in Help Scout using the “ERROR REPORT: Thank you – ERROR LOGGED IN GITHUB” saved reply and modify it to be as specific as you need for the situation. You’ll need to add a link to the issue you submitted in the reply.
    • Mark it as “Pending”.
  3. When someone submits a feedback form submission asking for general support, send them the ERROR REPORT: LOOKING FOR UNRELATED SUPPORT saved response and mark the ticket as closed.
  4. If the inquiry is over a month old, send them the ERROR REPORT: CONFIRM IF STILL HAPPENING OLD INQUIRY saved reply and set the ticket to pending.
  5. If the inquiry does not have the correct links, send them the ERROR REPORT: NEED CORRECT LINK saved reply and set the ticket to pending.

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