Tracking client developers experience via tickets.
summary
Sets up a compliant ticketing workflow for a regulated investment API, evaluating 19 solutions assessed down to Zendesk because it met compliance, low‑maintenance config, SLAs and reporting. Integrates six tools (Slack, docs platform, incident.io, Linear, API hooks) and builds a pared‑down support portal with custom forms and org/ticket segmentation by lifecycle, integration type, point‑of‑contact, request type and environment to prioritize fixes. Core artifact is a Slack→Zendesk integration open sourced and delivery takes three man‑quarters.
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chapters (8)
- 0:00Introduction
- 3:36Client developer experience matters
- 9:13Client developer lifecycle phases
- 13:09Stakeholders and ticketing needs
- 17:12Zendesk tool integration
- 24:01Data segmentation for retrospectives
- 28:21Key takeaways and best practices
- 31:34Open-sourced artifacts
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