* some of them, at least.
The Fly.io support engineering team uses a ticketing app to handle support requests that come in from our paid support customers (shoutout to Plain.com). One of the (many) nice things about Plain is their API, which we can use to integrate with other apps and services. We’ve just rolled out an integration with Discourse, so we now receive certain community forum posts directly into our ticketing system!
Right now, we’ve set it so that posts in the “Questions / Help” category and sub-categories (whether it’s created with that category or updated after the fact) are sent to Plain. Support engineers can see your posts and respond directly to the thread from Plain, without needing to bounce over to the forum webpage. Any time you see this handsome fella in your thread, that’s us:
Just to set expectations: this doesn’t mean you’re guaranteed to see us responding in every one of these posts, and our responses will remain best-effort. If other community members have already answered, or if it doesn’t seem like there’s much we can add, we may not chime in. It does mean, however, that y’all in the forums should be hearing from us a little more often going forward, and we’ll have an easier time keeping an eye on issues that pop up.
Going off of that, you’re probably wondering when to use the forum vs. your support plan, if you’ve got one. A good rule of thumb would be: if it’s specific to your account/data and it’s time-sensitive, use your support plan. For broader questions that others might have as well, the forum is probably a good spot.
If you’ve got suggestions for other categories that would be good to send to us, let us know 