support bot: explain reasoning about forum

[rkdarst]

• I think the forum is definitely the right place to put support
  requests, but it sounds better when we are explicit in the reason.
  At least with JH, most issues are actually about some other
  component, so that's why it should go there. I think it's nicest to
  be explicit about this.
• It's also equally fine if this isn't used.

[consideRatio]

Support questions often related to multiple Jupyter components or a different component than expected, and thus usually don't receive good answers when posted to a single repository.

I think this reason in the context of the jupyterhub org template is too specific, and would only be suitable to add if the support question actually were about the wrong repository. But also, if it was a support question about kubespawner in the jupyterhub repo, this question should not go to kubespawner's repo, it should still go to the forum - right?

In my mind, the core reason to move support questions to the forum, is that it is our way to make the experience for: users in need of help, core developers, and everyone in between get a sustainable good experience.

I'd like our message to be

• very honest
• as specific as we can in the jupyterhub org template
• keeping us as brief as possible

[rkdarst]

I think this reason in the context of the jupyterhub org template is too specific, and would only be suitable to add if the support question actually were about the wrong repository. But also, if it was a support question about kubespawner in the jupyterhub repo, this question should not go to kubespawner's repo, it should still go to the forum - right?

I agree - what I wrote was supposed to include the possibility that it's the right repo. I tried to not make a claim that the specific issue is in the wrong repo, but that since it happens in general we want all to discourse.

In my mind, the core reason to move support questions to the forum, is that it is our way to make the experience for: users in need of help, core developers, and everyone in between get a sustainable good experience.

I thought that one of the biggest contributors here was misclassified issues causing very many to go unanswered for long periods, but if that's not right or we don't want to emphasize that, that's fine to. In that case, just close this. I'll delete my fork in a week if it's not interesting. Thanks for the comments!

[choldgraf]

Thanks for the suggestion - since we just added this, how about for now we hold off on changing the language for a little bit until we've had time to see how users etc respond to the current issue wording, and we can revisit whether the message etc isn't clear enough after a bit of time?

[betatim]

I think we should consider the experience of the user who posted the message as the most important experience. They are likely frustrated because they are stuck trying to do something and then receive a message from a bot that they posted in the wrong place. How do we formulate the message to (ideally) make them feel good about what just happened.

The only way I know to try to achieve the "feel good" is to explain to them why it is better for them (or at least no worse). "More people read the forum, easier to search, maintainers also hang out there" are some reasons that are all true and benefits to the user. I reckon the user doesn't care all that much if it makes the maintainers life easier or not, helps with our need for separating concerns, etc. Similarly if they post it in the wrong repo ... "so what?" thinks the user "I just want an answer from y'all". However if you change how it is formulated more like "when a question ends up in the wrong repository those who know the answer won't see it which means it will take longer to get an answer" you are 9hopefully) giving the user a reason they care about to move to the forum.

I think waiting a bit is a good idea to see what happens.

[consideRatio]

The only way I know to try to achieve the "feel good" is to explain to them why it is better for them (or at least no worse).

I don't agree that it must be an explanation of why it is better for them specifically. I think we can settle for explaining why it is good for the community as a whole. We tend to help each other a lot, but without understand the value of doing something for another, its becomes a different situation.

"More people read the forum, easier to search, maintainers also hang out there"

I quite strongly opinionated against focusing on the individual value.

• I would feel like I make an an offer of candy that I don't like myself after disappointing someone.
• I would feel dishonest as the closure in my mind relates to reaching the best experience for the entire community as compared to reaching the best experience for this individual.

I think waiting a bit is a good idea to see what happens.

Do you mean not closing the issue directly, but closing it in 24 hours or so instead? I think this could be a great mechanism to improve the experience!

[betatim]

Do you mean not closing the issue directly, but closing it in 24 hours or so instead?

I was thinking of waiting before we change the text in the template.