Communication channels

External communication

We use these channels for communicating with external stakeholders like Community Representatives:

• support@2i2c.org is our point-of-contact for all support-related external communication.

• The 2i2c FreshDesk account is where we track all support requests and communication.

• the “Get Support” page provides guidance that communities may follow to get support.

FreshDesk

We use FreshDesk to manage all of our hub support questions and change requests. It is at the following URL:

2i2c.freshdesk.com

Any emails sent to support@2i2c.org will be routed to this FreshDesk account, and all team members should have access to it.

Canned responses allow us to pre-populate common responses for many kinds of support.

Our canned responses.

Internal communication

We have a few channels for communicating around support requests:

• Our FreshDesk account allows for internal team communication via the Add Note button. This can be useful for sharing quick internal updates.

• The Eng & Prod board that collects support-related issues identified via metadata type==support.

• (deprecated) Issues with the support label were where we tracked support requests related to Change Requests and Guidance Requests.