Editor's Notes
- #2: In 2002
- #3: Pre-unemployment Shakers, quakers, mormons, itinerant snake handling preachers 2008ish- asked to build a website.
- #4: premium theme w/support forum, living in blissful ignorance. It’s EASY to make a site… (spoiler alert: it wasn’t easy) This was where I first learned how to write an unhelpful ticket. Fast forward to 2014, using my pre-unemployment degree…
- #5: freelancing, client needed a Click To Tweet Plugin… not the best developed plugin, the best supported. here’s where I cut my teeth on the other side of the support ticket. Plugin as Résumé.
- #6: The résumé worked. I got a job at WordImpress, the makers of Give. Senior Support Technician. Paid support, different from Free support.
- #7: Husband of 1, father of 2 + foster care. Live in Cary, work 100% remote. Love to play guitar and disc golf.
- #9: If your WordPress site is an airplane, you are both owner and Pilot. You are flying the plane. Air Marshall, flight attendant, Airline Mechanic, but YOU are the owner/operator. You never stop flying the plane.
- #10: still takes practice, and there are varying levels of expertise. Playing piano is easier than building a piano. Beethoven’s Piano Concerto no 2 in Bb major Cut yourself some slack.
- #11: socks on the bed. Michael Jordan of marriage counselors
- #12: Unlike a $300 an hour counselor, 7 followup questions is not expected. :-)
- #13: I’ve written that ticket Equivalent of “My wife blew up at me for no reason”
- #14: after the first comma, add 4 things.
- #15: points 1 and 3 are one-liners. 2 and 4 are three paragraphs or so. what happens at 4 is often “I pulled the string to figure out where it went.” that loops back to a new 2-4.
- #16: different part of the brain is being triggered by explaining it.
- #17: what makes you a pro is that you’ve hit more balls into the lake than the average golfer. so, you can rubber duck it, you can show me your golf wing, and finally, you can help make the documentation better.
- #18: In their book “Made To Stick” Chip and Dan Heath… Elizabeth Newton.
- #19: All Caps is yelling
- #20: never send credentials via email 1 business day response time
- #21: The myth of the perfect ticket.
- #22: Be Careful. I had no idea I was even making a career transition the first time I submitted a support ticket. In a few years, we may call on you to give a talk about it.