Over the last several years, Banno has seen tremendous growth both organizationally and in the number of features in our apps. This growth has led to a similar growth in the number of questions being asked in various slack channels about how our product functions in specific scenarios or why something was designed a specific way. These questions have been growing in number directly to our engineering teams which can often lead to a significant amount of research required from engineers. Engineering teams often answer a question as precisely as possible, but that level of specificity is rarely what we want to communicate externally.
To help optimize this experience and ensure we are documenting correct questions, we are moving all product questions to the #org-prod-mgmt channel. There the product team will help triage these questions appropriately. If a question requires engineering or analyst research, the product team will reach out to the engineering team and/or analysts and facilitate this research.
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Specifically for our operational teams, we don’t want this change in process for our organization to conflict with our issue creation process. That will all still be fully intact. However, it is a great reminder to process incoming customer requests according to our new flow as well. If you’re wondering when specific scenarios are encountered, where specific information comes from within our apps or if we’re integrated with a specific provider, these are all great questions that our product team can help with and ensure our documentation is current!
This process will continue to evolve and improve. The goal has been that we continue to build out our product documentation that exists today and this is one way that we feel we can expedite that process by creating a single ingress to really understand our needs as an organization. Thanks for your patience & understanding, as we embrace this new process.