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    Toolkit for remote work

    Welcome!

    Due to the spread of the novel coronavirus, many companies are switching to remote operation mode wherever possible. Openprovider is no exception. With offices in the Netherlands, Spain, India, Sri Lanka and Russia, our teams already have significant practice collaborating remotely, but since last week we have switched all teams to remote work. We would like to share with you our practices – how, why and what tools we use to maintain our work rhythm.

     

    Common tools

    Communications

    OpenVPN – open source package with which remote employees were granted access to corporate resources. OpenVPN works on the principle of building a secured private network inside the current Internet connection, so until the VPN (virtual private network) is connected, some of the corporate resources will not be available. OpenVPN has a  simple client application employees are using.

    Discord – messenger with video-conferencing and call support, which has become widespread among gamers. Much attention is paid to IP-telephony, here it is optimized so that there are virtually no delays in communication. Although our main tool is Slack, we are experimenting by opening lines of communication with our customers via Disqord. An example of Disqord implementation is Openprovider Bar – visit a place free from coronavirus. There you can discuss any issues or just chatthere.

    Slackmessenger with private and open chat channels, calls, group chats, and  add-ons that extend the standard functionality. For example, we use Statuscake, a real-time add-on that notifies us of server problems. All information comes in a common channel or group of people responsible for the resource.
    Skype — we occasionally use this messenger from Microsoft, in cases where other applications are not available.This is an excellent solution for our support team, asIP-calls between countries are cheaper than with classic telephony options.

    Telegram – widely used application because of its creator’s ideology and a supposedly high degree of security. The interface is very pleasant, simple and intuitive. Telegram is used by developers and marketing teams to check the latest professional information posted widely in interesting open channels.

     

    Team work

    Atlassian Jira – is a standard bug tracking and project management application. We track bugs, plan our further product changes, add ideas for future changes and new features.

    Atlassian Confluence – collaborative documentation system which we use as an internal  knowledge base. It uses wiki markup, which makes for easy editing and a consistant visual style. We have broken down information spaces by projects – it’s easier to navigate this way. Support service, developers, financial department – every team maintains branches with their knowledge, which is in turn accessible to all teams..

    Trello – is a popular real-time project management system using a simple but powerful framework of one or more board, with each board containing an ordering of “cards”, and tasks are sorted as completed, current and planned.

    Gsuitewe use it for team work on documents, presentations, tables, and email. Google Hangouts helps us to keep in touch with each other with a group video-conferencing and audio calls. Google Calendar, included in Gmail, notifies about further appointments. Using Google Apps, we are always sure any changes we made will not go away until connection is offline.


    Development team

    Bitbucket – project storage service that supports the Git and Mercurial version control systems, and allows our developers to work with very large code repositories easily and efficiently.

    Figma – online, cross-platform service for web-developers and UI designers, which allows multiple team-members to collaborate on a single layout, by allowing rapid editing and comments.

    GitHub – project storage service supporting both open and closed repositories and the largest service for joint development of IT projects, supports integrations with various project management systems.

    Zabbix — open source service allowing uninterrupted monitoring of multiple servers, tracking SLA indicators, and configuration of alerts via SMS, Jabber. Supports flexible logs visualization with attractive charts.

     

    Support team

    StatusCake – speed-monitoring service which we use for all our sites, including the RCP, the SSL panel, and the public site. When lag or downtime is detected, it promptly alerts us in a Slack channel.

    ZenDesk – daily used, the support team’s “swiss-army-knife”, which includes such additions as: Zendesk Support – for processing and tracking customer tickets, and Zendesk Guides, which is the basis for our knowledge base.

    Hotjar – an add-on which allows knowledge base consumers to rate the article and give us feedback and allow us to improve the KB, , or to share in the customer’s happiness when they are satisfied with the information provided.

     


    Thanks for reading!
    And what tools and why do you use?

    Share it with us, we will be grateful!

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