@SeductiveTortoise@piefed.social
Post #2153219
2026-03-20 20:03 UTC
Yes, but I mean how do you know people didn't read it.
> But getting people to _actually read the docs_ was impossible. And maybe if we made them wait they’d get frustrated
You probably didn't see the ones reading into it, just the ones that didn't.
Replies (1)
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@Semi_Hemi_Demigod@lemmy.world 2026-03-20 20:34
The only time the KB really saved was being able to send them a link to the docs that they should have been able to find instead of retyping the response. Which is good because time to first response kept going down as we wrote more articles. All of the answers were _right there_ and they didn’t see it. And no matter how many articles we added the volume of tickets resolved on the first reply with a KB article didn’t go down. (I know because I tracked this as a KPI for a while until it became obvious it wasn’t budging.) My only conclusion from this is that there is a segment of people who will always ask someone for help rather than take initiative.