SDX Session (Technical): Support engineering 101: How the internet works

Lyzi Diamond, Mapbox

One of the main challenges of support is defining and refining processes. Help desk software can help with this greatly, but even software involves a lot of manual work to keep processes flowing, whether it's assigning tickets, pulling metrics, or doing quality assurance. Fortunately, most help desk software programs offer APIs -- clear and structured methods for gathering raw data that you can then view and analyze. Being able to work with APIs effectively to streamline your workflows can help you and your team scale quickly, be more efficient, and dive into data in ways you had never before considered. "Support engineering 101: How the internet works" is meant to provide an introduction to the concepts involved in support engineering. We will do an introduction to how the internet works, HTTP requests and responses, and APIs. This workshop will prepare attendees for the "Support engineering 201" workshop in the afternoon, where we'll get our hands dirty writing some code to use the Help Scout API.