Manual Support Processes
Manual Support Processes refer to structured, human-driven procedures for providing technical assistance, troubleshooting, and issue resolution to users or customers, often involving steps like ticket creation, escalation, and documentation without automation. These processes are commonly used in IT support, customer service, and helpdesk environments to manage incidents, requests, and problems systematically. They ensure consistent handling of support cases, improve communication, and help track performance metrics like resolution times and customer satisfaction.
Developers should learn about Manual Support Processes when working in roles that involve user-facing support, such as DevOps, site reliability engineering (SRE), or product development, to understand how to effectively handle bugs, outages, and user inquiries. This skill is crucial for improving customer experience, reducing downtime, and collaborating with support teams to prioritize fixes and enhancements. It's particularly valuable in agile or iterative development cycles where quick feedback loops from users are essential for continuous improvement.