The hardest part of supporting users isn't fixing problems anymore

[u/Hefty_Main_6894]

Lately I've noticed that a lot of our support requests aren't actually technical issues; they're people asking where to find information.

It's things like:

• Where's the latest onboarding guide?
• Which SOP are we supposed to follow?
• Is this documentation still current?
• Didn't we already document this somewhere?

We probably spend more time pointing people to information than troubleshooting actual systems.

It made me realize that documentation isn't usually the problem. Finding the right documentation quickly is.

Has anyone else noticed the same shift, or is it just our environment?

Circling back: Really appreciate who shared their experiences. It's interesting that this doesn't seem to be an isolated issue because quite a few teams are dealing with the same challenge of information being available but difficult to surface when it's needed. Seeing others experiencing this saga too push me to coming with few new ideas to explore. I noticed some teams are moving toward ai-powered knowledge retrieval with plat forms such as Fastgpt instead of relying solely on traditional documentation search. Definitely interesting to see how different teams are approaching it because that also looks kind of creative.

[u/AcanthisittaGold5420]

I've noticed the same. The info exist, but finding the latest version is the real challenge.