From dd22be4c8ce6c3fcea2b60df24818be6cf603343 Mon Sep 17 00:00:00 2001 From: Noah Talerman <47070608+noahtalerman@users.noreply.github.com> Date: Wed, 15 May 2024 15:37:16 -0400 Subject: [PATCH] Customer codenames live in fleetdm/confidential (#18984) - Update instructions to clarify how to create customer codenames and where the mapping lives: fleetdm/confidential - Fix broken link --- handbook/customer-success/README.md | 6 +++++- handbook/sales/README.md | 2 +- 2 files changed, 6 insertions(+), 2 deletions(-) diff --git a/handbook/customer-success/README.md b/handbook/customer-success/README.md index 9ffcf30914..3b237c77cd 100644 --- a/handbook/customer-success/README.md +++ b/handbook/customer-success/README.md @@ -19,7 +19,11 @@ The customer success department is directly responsible for ensuring that custom ### Assign a customer codename -Occasionally, we will need to track public issues for customers who wish to remain anonymous on our public issue tracker. To do this, we choose an appropriate minor planet name from this [Wikipedia page](https://en.wikipedia.org/wiki/List_of_named_minor_planets_(alphabetical)) and create a label which we attach to the issue and any future issues for this customer. +Occasionally, we will need to track public issues for customers and prospects who wish to remain anonymous on our public issue tracker. To do this: + +1. The team member creating the issue will choose an appropriate minor planet name from this [Minor planets page](https://minorplanetcenter.net//iau/lists/MPNames.html) (alphabetical). +2. Create a label in the fleetdm/fleet and fleetdm/confidential repos which can be attached to current and future issues for the customer or prospect. As part of the label description in the fleetdm/confidential repo, add the customer or prospect name. This way, we maintain a confidential mapping of codename to customer or prospect. + ### Create customer support issue Locate the relevant issue or create it if it doesn't already exist (to avoid duplication, be creative when searching GitHub for issues - it can often take a couple of tries with different keywords to find an existing issue). When creating a new issue, make sure the following: diff --git a/handbook/sales/README.md b/handbook/sales/README.md index 6201676cc5..de3ef9bde5 100644 --- a/handbook/sales/README.md +++ b/handbook/sales/README.md @@ -170,7 +170,7 @@ Please see [handbook/company/communications#customer-support-service-level-agree Please see [handbook/sales#create-a-customer-agreement](https://fleetdm.com/handbook/sales#create-a-customer-agreement) for all sections above. ##### Customer codenames -Please see [Handbook/sales#assign-a-customer-codename](https://www.fleetdm.com/handbook/sales#assign-a-customer-codename) +Please see [Handbook/customer-success#assign-a-customer-codename](https://www.fleetdm.com/handbook/customer-success#assign-a-customer-codename) ##### Document customer requests Please see [handbook/customer-success#document-customer-requests](https://fleetdm.com/handbook/customer-success#document-customer-requests)