How do you update/manage your notification contacts?
We're at the point where we really need to clean up and update our notifications contact list (people to notify of outages, changes, etc). I'm curious what people here use. We use Freshdesk for our support tickets, and that was a good list to start with, but as employees change it wouldn't get updated necessarily. Something we can simply pay for and outsource is ideal. We're an open source company, but time is a precious resource right now.
We are also interested in knowing what everyone else is using for this. Looking forward to some responses. Thanks Get Outlook for iOS<https://aka.ms/o0ukef> _____________________________ From: Carlos Alvarez <caalvarez at gmail.com<mailto:caalvarez at gmail.com>> Sent: Wednesday, May 31, 2017 17:59 Subject: [VoiceOps] How do you update/manage your notification contacts? To: <voiceops at voiceops.org<mailto:voiceops at voiceops.org>> We're at the point where we really need to clean up and update our notifications contact list (people to notify of outages, changes, etc). I'm curious what people here use. We use Freshdesk for our support tickets, and that was a good list to start with, but as employees change it wouldn't get updated necessarily. Something we can simply pay for and outsource is ideal. We're an open source company, but time is a precious resource right now.
Are you talking internal or customer facing? On May 31, 2017 3:59 PM, "Carlos Alvarez" <caalvarez at gmail.com> wrote:
We're at the point where we really need to clean up and update our notifications contact list (people to notify of outages, changes, etc). I'm curious what people here use. We use Freshdesk for our support tickets, and that was a good list to start with, but as employees change it wouldn't get updated necessarily.
Something we can simply pay for and outsource is ideal. We're an open source company, but time is a precious resource right now.
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
Wouldn't it be both? A customer-facing interface of some sort to get them to update their info, and an internal side where we are able to get all of that data or send them notifications. I guess Mail Chimp is one possible answer, but we also are interested in gathering multiple types of contacts (billing, sales, tech) since they may not be the same. Most tech contacts don't want to hear about feature changes or billing, and those contacts don't really care about outages. On Wed, May 31, 2017 at 3:42 PM, Mauricio Lizano <mauricio.lizano at gmail.com> wrote:
Are you talking internal or customer facing?
On May 31, 2017 3:59 PM, "Carlos Alvarez" <caalvarez at gmail.com> wrote:
We're at the point where we really need to clean up and update our notifications contact list (people to notify of outages, changes, etc). I'm curious what people here use. We use Freshdesk for our support tickets, and that was a good list to start with, but as employees change it wouldn't get updated necessarily.
Something we can simply pay for and outsource is ideal. We're an open source company, but time is a precious resource right now.
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
Weve recently starting testing a statuspage internally http://staytus.co/ and like it enough we will probably go live with it customer facing. this allows us to have pre-formatted emails for different event classifications, and the users opt in/out on their own. Its fairly extensible being written in ruby, and has an API to take machine-generated events. Atlassian has their own as well if you want to pay atlassian money https://www.atlassian.com/software/statuspage On 5/31/2017 2:58 PM, Carlos Alvarez wrote:
We're at the point where we really need to clean up and update our notifications contact list (people to notify of outages, changes, etc). I'm curious what people here use. We use Freshdesk for our support tickets, and that was a good list to start with, but as employees change it wouldn't get updated necessarily.
Something we can simply pay for and outsource is ideal. We're an open source company, but time is a precious resource right now.
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
We're not a VoIP service provider, but we manage infrastructure for them. We're working on an internal OSS solution to streamline this. On Thu, Jun 01, 2017 at 01:37:12PM -0700, Ryan Delgrosso wrote:
Weve recently starting testing a statuspage internally http://staytus.co/ and like it enough we will probably go live with it customer facing. this allows us to have pre-formatted emails for different event classifications, and the users opt in/out on their own. Its fairly extensible being written in ruby, and has an API to take machine-generated events.
Atlassian has their own as well if you want to pay atlassian money
https://www.atlassian.com/software/statuspage
On 5/31/2017 2:58 PM, Carlos Alvarez wrote:
We're at the point where we really need to clean up and update our notifications contact list (people to notify of outages, changes, etc). I'm curious what people here use. We use Freshdesk for our support tickets, and that was a good list to start with, but as employees change it wouldn't get updated necessarily.
Something we can simply pay for and outsource is ideal. We're an open source company, but time is a precious resource right now.
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
-- Alex Balashov | Principal | Evariste Systems LLC Tel: +1-706-510-6800 / +1-800-250-5920 (toll-free) Web: http://www.evaristesys.com/, http://www.csrpswitch.com/
Sending notifications is the easy part, lots of services for that. It's the maintenance of who the right contacts is which I find challenging. Since we see support tickets arrive from unexpected/new contacts, we know there must be people who need to know, but we don't know who they are. On Thu, Jun 1, 2017 at 1:37 PM, Ryan Delgrosso <ryandelgrosso at gmail.com> wrote:
Weve recently starting testing a statuspage internally http://staytus.co/ and like it enough we will probably go live with it customer facing. this allows us to have pre-formatted emails for different event classifications, and the users opt in/out on their own. Its fairly extensible being written in ruby, and has an API to take machine-generated events.
Atlassian has their own as well if you want to pay atlassian money
https://www.atlassian.com/software/statuspage
On 5/31/2017 2:58 PM, Carlos Alvarez wrote:
We're at the point where we really need to clean up and update our notifications contact list (people to notify of outages, changes, etc). I'm curious what people here use. We use Freshdesk for our support tickets, and that was a good list to start with, but as employees change it wouldn't get updated necessarily.
Something we can simply pay for and outsource is ideal. We're an open source company, but time is a precious resource right now.
_______________________________________________ VoiceOps mailing listVoiceOps at voiceops.orghttps://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
On Thu, Jun 01, 2017 at 01:40:36PM -0700, Carlos Alvarez wrote:
Since we see support tickets arrive from unexpected/new contacts, we know there must be people who need to know, but we don't know who they are.
In the logic of our new system, we designate who the standard "need to know significant things" people are. That does rely on the customer telling us. -- Alex Balashov | Principal | Evariste Systems LLC Tel: +1-706-510-6800 / +1-800-250-5920 (toll-free) Web: http://www.evaristesys.com/, http://www.csrpswitch.com/
Set up a status page, configure RSS and let your customers subscribe to the RSS feed. Their responsibility to maintain notifications and they will drop off when they are no longer interested. Or, you could setup a couple twitter handles for notifications and have customers follow them. No need to maintain a notification list. -Matt -- Matthew Crocker Crocker Communications, Inc. President From: VoiceOps <voiceops-bounces at voiceops.org> on behalf of Carlos Alvarez <caalvarez at gmail.com> Date: Thursday, June 1, 2017 at 4:40 PM To: "voiceops at voiceops.org" <voiceops at voiceops.org> Subject: Re: [VoiceOps] How do you update/manage your notification contacts? Sending notifications is the easy part, lots of services for that. It's the maintenance of who the right contacts is which I find challenging. Since we see support tickets arrive from unexpected/new contacts, we know there must be people who need to know, but we don't know who they are. On Thu, Jun 1, 2017 at 1:37 PM, Ryan Delgrosso <ryandelgrosso at gmail.com<mailto:ryandelgrosso at gmail.com>> wrote: Weve recently starting testing a statuspage internally http://staytus.co/ and like it enough we will probably go live with it customer facing. this allows us to have pre-formatted emails for different event classifications, and the users opt in/out on their own. Its fairly extensible being written in ruby, and has an API to take machine-generated events. Atlassian has their own as well if you want to pay atlassian money https://www.atlassian.com/software/statuspage On 5/31/2017 2:58 PM, Carlos Alvarez wrote: We're at the point where we really need to clean up and update our notifications contact list (people to notify of outages, changes, etc). I'm curious what people here use. We use Freshdesk for our support tickets, and that was a good list to start with, but as employees change it wouldn't get updated necessarily. Something we can simply pay for and outsource is ideal. We're an open source company, but time is a precious resource right now. _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org<mailto:VoiceOps at voiceops.org> https://puck.nether.net/mailman/listinfo/voiceops _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org<mailto:VoiceOps at voiceops.org> https://puck.nether.net/mailman/listinfo/voiceops
We'd get exactly one subscriber, a 20 year old admin at one company. This wouldn't be a useful thing for our type of customer in general. Perhaps perspective is important, we generate maybe six such events/notifications per year. On Thu, Jun 1, 2017 at 2:30 PM, Matthew Crocker <matthew at corp.crocker.com> wrote:
Set up a status page, configure RSS and let your customers subscribe to the RSS feed. Their responsibility to maintain notifications and they will drop off when they are no longer interested.
Or, you could setup a couple twitter handles for notifications and have customers follow them. No need to maintain a notification list.
-Matt
--
Matthew Crocker
Crocker Communications, Inc.
President
*From: *VoiceOps <voiceops-bounces at voiceops.org> on behalf of Carlos Alvarez <caalvarez at gmail.com> *Date: *Thursday, June 1, 2017 at 4:40 PM *To: *"voiceops at voiceops.org" <voiceops at voiceops.org> *Subject: *Re: [VoiceOps] How do you update/manage your notification contacts?
Sending notifications is the easy part, lots of services for that. It's the maintenance of who the right contacts is which I find challenging. Since we see support tickets arrive from unexpected/new contacts, we know there must be people who need to know, but we don't know who they are.
On Thu, Jun 1, 2017 at 1:37 PM, Ryan Delgrosso <ryandelgrosso at gmail.com> wrote:
Weve recently starting testing a statuspage internally http://staytus.co/ and like it enough we will probably go live with it customer facing. this allows us to have pre-formatted emails for different event classifications, and the users opt in/out on their own. Its fairly extensible being written in ruby, and has an API to take machine-generated events.
Atlassian has their own as well if you want to pay atlassian money
https://www.atlassian.com/software/statuspage
On 5/31/2017 2:58 PM, Carlos Alvarez wrote:
We're at the point where we really need to clean up and update our notifications contact list (people to notify of outages, changes, etc). I'm curious what people here use. We use Freshdesk for our support tickets, and that was a good list to start with, but as employees change it wouldn't get updated necessarily.
Something we can simply pay for and outsource is ideal. We're an open source company, but time is a precious resource right now.
_______________________________________________
VoiceOps mailing list
VoiceOps at voiceops.org
https://puck.nether.net/mailman/listinfo/voiceops
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
Well, but presumably you're trying to come up with a scalable solution that dimensions to a lot more than that. Half a dozen of almost anything can be handled manually, but perhaps should not be. -- Alex -- Principal, Evariste Systems LLC (www.evaristesys.com) Sent from my Google Nexus.
Scaling the number of people being notified is important. Though I have no delusions of grandeur and that will still be a small number relative to many other companies. I do not expect to scale the number of notifications, because they are either about outages, which we minimize, or feature changes, which simply don't happen all that often. Really I'd just like to automate the ability to keep contacts for each company up to date. On Thu, Jun 1, 2017 at 2:35 PM, Alex Balashov <abalashov at evaristesys.com> wrote:
Well, but presumably you're trying to come up with a scalable solution that dimensions to a lot more than that. Half a dozen of almost anything can be handled manually, but perhaps should not be.
-- Alex
-- Principal, Evariste Systems LLC (www.evaristesys.com)
Sent from my Google Nexus. _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
So, if the customers aren't technically adept or very prudent, how are you going to get them to self-maintain a list of key contacts? Or did I misunderstand the goal? -- Alex -- Principal, Evariste Systems LLC (www.evaristesys.com) Sent from my Google Nexus.
Well, that's really the question. I assume others are doing it with some success and could tell me what they do. Perhaps just an e-mail twice a year to all the contacts asking them to update themselves. These are customers who can respond to e-mails and click links, but they aren't using RSS, guaranteed, and may not be using Twitter and the like. Slack? Not a chance. The only universal thing would be e-mail. Also if we were hitting them with daily messages, such things would make sense. But nobody wants to monitor some channel for a message every other month. On Thu, Jun 1, 2017 at 2:48 PM, Alex Balashov <abalashov at evaristesys.com> wrote:
So, if the customers aren't technically adept or very prudent, how are you going to get them to self-maintain a list of key contacts? Or did I misunderstand the goal?
-- Alex
-- Principal, Evariste Systems LLC (www.evaristesys.com)
Sent from my Google Nexus. _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
I still think a status page is the answer. Opt all new customers in. Most solutions have opt-out links in the emails. The rest as they say should solve itself. Most status systems can support twitter outputs for the presidentially inclined....though these days maybe snapchat is a a better notification medium to reach young hip sysadmins, and have your outages be forgotten about in 15 min. On 6/1/2017 2:51 PM, Carlos Alvarez wrote:
Well, that's really the question. I assume others are doing it with some success and could tell me what they do. Perhaps just an e-mail twice a year to all the contacts asking them to update themselves. These are customers who can respond to e-mails and click links, but they aren't using RSS, guaranteed, and may not be using Twitter and the like. Slack? Not a chance. The only universal thing would be e-mail.
Also if we were hitting them with daily messages, such things would make sense. But nobody wants to monitor some channel for a message every other month.
On Thu, Jun 1, 2017 at 2:48 PM, Alex Balashov <abalashov at evaristesys.com <mailto:abalashov at evaristesys.com>> wrote:
So, if the customers aren't technically adept or very prudent, how are you going to get them to self-maintain a list of key contacts? Or did I misunderstand the goal?
-- Alex
-- Principal, Evariste Systems LLC (www.evaristesys.com <http://www.evaristesys.com>)
Sent from my Google Nexus. _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org <mailto:VoiceOps at voiceops.org> https://puck.nether.net/mailman/listinfo/voiceops <https://puck.nether.net/mailman/listinfo/voiceops>
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participants (6)
-
abalashov＠evaristesys.com -
caalvarez＠gmail.com -
DLai＠transbeam.com -
matthew＠corp.crocker.com -
mauricio.lizano＠gmail.com -
ryandelgrosso＠gmail.com