Our overall goal is to communicate early and often, especially if we know that some of our commitments are changing. With this post we want to share that delivery dates for some Q3 projects will be shifted to Q4.
When we move into a new house everything goes smoothly for a while. But one day the entrance light bulb burns out. Not a problem! We’ll fix it the following Saturday morning. Another day the tap in the kitchen stops working. That is fine as well! If we cannot fix it this week, we will definitely do it next weekend. As luck would have it, when the next week arrives we have to do some gardening in addition to the tap, and there is some water in the attic out of nowhere…
I think we are all familiar with the situation where the number of support / maintenance tasks starts to snowball and “Saturday morning” becomes insufficient. Usually, there are two choices at this point, we either get used to living with a leaky roof or we take a few days off of work to fix all the issues at home.
No tomorrows. No excuses. Ticket Smash on September 8th - September 18th
In total we have almost 600 unhandled CM escalations today. We do apologize for that. To remedy the situation, we have decided that the entire Community Team (Sara Chipps, Tim Post, Stephanie, Juan M, Catija, Cesar M, JNat and Nicolas Chabanovsky) will be exclusively working on CM escalation requests for two weeks, from September 8th to September 18th.
What is a CM escalation?
Each Stack Exchange site has its own superheroes (we call them “moderators”), the users who help the community handle exceptional situations. Sometimes the existing moderator tools are not enough, and a moderation action should be performed manually. For example, to investigate a complicated voting fraud we need to query the database directly. In such rare cases, moderators send the CM Team an escalation request and CMs take further actions in regards to the issue.
The “Few Days Off”
When we started experiencing difficulties with handling tickets in the first place back in 2015 we hired two CMs to work on tickets exclusively. The house was warm and dry until August 2019, when the roof started leaking, i.e. the response time began to grow little by little up to today, when we have 600 tickets in the queue.
We either go to work or fix the roof at home. Users have always been, are and will be a priority for us. As a result some of the projects expected to be delivered in Q3 will be shifted to Q4 because of the current situation with the escalation request queue. We will continue working on improving our platform as soon as the escalation request queue decreases.
All the delayed projects will be on our Q4 roadmap that we will publicly share with you in October!