{"id":286,"date":"2020-06-08T16:40:13","date_gmt":"2020-06-08T16:40:13","guid":{"rendered":"https:\/\/blog.spike.sh\/2020\/06\/08\/introducing-support-member-role\/"},"modified":"2025-06-07T11:01:39","modified_gmt":"2025-06-07T05:31:39","slug":"introducing-support-member-role","status":"publish","type":"post","link":"https:\/\/blog.spike.sh\/introducing-support-member-role\/","title":{"rendered":"Introducing Support Member Role"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Happy to introduce a <strong>Support Member<\/strong> role on <a href=\"https:\/\/spike.sh\">Spike.sh<\/a>. Unlike other roles, this role member will <strong><em>cannot<\/em><\/strong> change the statuses of your incidents. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This is important in case when your customers are affected, your support team would already know about the incidents affecting them. Important if your support roles don&#8217;t have to be caught blindsided. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"how-to-use-support-role\">How to use support role?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Add support role members in your escalation policies. Notify them with either Phone, SMS, Email or Slack.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><!--kg-card-begin: markdown--><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><code>Support role members cannot change your incident status when they get alerted<\/code><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><!--kg-card-end: markdown--><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here is one example of escalation policy with Support roles in it \ud83d\udc47. In this example, when a critical incident occurs a phone alert is sent to Kaushik and simultaneously an email will be sent to <strong>Micha\u00ebl<\/strong> <strong>from Support team<\/strong>. <\/p>\n\n\n<div class=\"wp-block-image kg-card kg-image-card kg-card-hascaption\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"600\" data-attachment-id=\"954\" data-permalink=\"https:\/\/blog.spike.sh\/introducing-support-member-role\/1-14\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2020\/06\/1.png\" data-orig-size=\"1892,1108\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"1\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2020\/06\/1-1024x600.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2020\/06\/1-1024x600.png\" alt=\"\" class=\"wp-image-954\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2020\/06\/1-1024x600.png 1024w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2020\/06\/1-300x176.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2020\/06\/1-768x450.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2020\/06\/1-1536x900.png 1536w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2020\/06\/1-1200x703.png 1200w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2020\/06\/1.png 1892w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">P1- Critical incident alert policy with Support role<\/figcaption><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">We would be happy to know your thoughts on it. You can email us at <a href=\"mailto:support@spike.sh\">support@spike.sh<\/a> or directly to me at <a href=\"mailto:kaushik@spike.sh\">kaushik@spike.sh<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Introducing Support Member role. Notifies your support team soon as your customers are affected so they won&#8217;t be caught blindsided.<\/p>\n","protected":false},"author":191914268,"featured_media":953,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_wpcom_ai_launchpad_first_post":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"{title}\n\n{excerpt}\n\n{url}","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[1442],"tags":[1379,1378,1369,1373,1377],"class_list":["post-286","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-announcement","tag-announcements","tag-escalations","tag-intro","tag-product","tag-support"],"yoast_head":"<!-- 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