So this would be an insane level of work if we did it for all our tickets and the honest truth is that the vast majority of the tickets simply aren't applicable outside that particular client and often even outside that particular instance even. Though, most of @Skunkbeard's tickets would probably be useful for most. He asks really good questions TBH. 😀 So, with that all said, support has a "This week I learned" meeting T(w)IL every week. Basically everyone on support's expected to bring things they've learned pretty regularly to the group and share. There's only three rules:
1) It has to be something THEY learned even if they think/know everyone else already knows
2) Everyone needs to be supportive of others. Absolutely no "you didn't know that" junk
3) Everyone has to keep learning new stuff
As long as the community is good with keeping that spirit, I think this could be awesome. We don't have any "newbies" in support right now so all the topics are generally going to be pretty advanced. We've got two years of archives though. So, we could maybe do a public summary of the current and a past week and post them. Maybe round robin the task among the support team... Hmmm... Probably need the Support Manager's sign off. What think @Ryan?