1. What
   1. HelpDesk Service
      1. Very important touchpoint as for your customers and users as for your product
2. When to start
   1. before beta-testing phase
   2. during maintenance phase
   3. as needed in your context
3. Where
   1. HD service as part of company
   2. HD as outsource service
4. Why
   1. improving HD service you will improve all customer journey
      1. happy customers!
   2. build a company image
   3. improve communication between company services or not
   4. our story
      1. we use 8D method for problem solving: To many regression bugs
         1. https://www.xmind.net/m/fcnd/
         2. https://www.xmind.net/m/mNR2/
         3. https://www.xmind.net/m/SeKk/
      2. the root cause
         1. testers waste a lot of time for solving users problems
      3. decision
         1. to improve interaction with HD service
5. How?
   1. analyze existing experience of HD service of other products
      1. based on it if it's possible
      2. find negative aspects and mitigate them
   2. discuss and write down the rules
      1. all participants should know them
   3. analyze your backlog (bugs), predict typical problems and create cards: how to solve N-problem
      1. look at the competition for inspiration (с)
         1. https://www.xmind.net/m/7FMV/
   4. create structure
      1. first line
         1. HD service
            1. initial communication with customers
            2. First help
            3. analyze the users problems
            4. improve cards
      2. second
         1. technical
            1. solve difficult technical problems
            2. use special support tools, created by Product Team
      3. third
         1. Team members
            1. solve new untypical problems
            2. improve cards
            3. improve special support tools
   5. conduct training for HD staff
      1. how to work with cards
      2. how to localize the expected bugs and typical problems or not
         1. how to collect data for Team
      3. how to write down users problems to bug tracker
         1. The recipe for a good bug
            1. https://www.xmind.net/m/kwhk/
   6. HD staff should practice in a comfortable mode initially
      1. You can be first users with problems and questions
6. Who?
   1. product Team
   2. HD managers
   3. HD staff
   4. stakeholders
7. How Often?
   1. continuous improvement