These are notes for RStudio support and community moderators, standardizing the process in which discussion threads related to a specific customer's pro product issue are converted into support tickets.
When should threads be referred to RStudio Premium Support.?
- When a solution will likely require getting sensitive, private, and personally identifying information from a user.
- When a pro customer very likely get a speedier and more complete resolution to their problem via RStudio Premium Support.
How do you refer a community thread to support?
Standard subject line: Community Support Referral
- if just a simple single post, give that as body.
- If losts of replies, then don’t.
Include community link
Include user email.
What to do with the topic thread?
Close/lock the topic, and add message to locking/closing action:
Because this discussion involves an RStudio Pro product, it was referred to RStudio Premium Support.
Should a generalizable solution exist, it will be shared below.
If you have a related issue, please open a New Topic.
In development, Zendesk plugin.