Product Ops

We maintain an increasingly large product surface area with a small team. Processes matter in order to fix important bugs fast, and ship highly requested improvements for customers.

Overview

For product engineering, we use:

• Linear for internal ticketing and collaboration via comments / RFCs
• Pylon for managing support across all channels (in-app, GitHub Discussions Support, Shared Slack Channels, Shared MS Teams Channels, Shared Email inboxes)
• GitHub
  • Issues for bug reports and near term improvements -> use via Linear (no separate inbox)
  • Discussions for feature requests -> use via Pylon (no separate inbox)
  • PR Reviews -> use via Linear PRs (no separate inbox)

We do not use:

• Our individual email inboxes

Workflow Integration

The following diagram shows how bug reports and feature requests are handled:

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