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Update generated RFCs content #240

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Update generated RFCs content #240

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8 changes: 4 additions & 4 deletions content/docs/rfcs/alias-forwarder-email-service/_index.md
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Expand Up @@ -13,9 +13,9 @@ This RFC investigates ways for managing (urgent) requests from customers receive

## Current setup

In case of urgency, customers can open urgent tickets by sending an email to urgent@giantswarm.io. This will automatically create a ticket in Opsgenie.
In case of urgency, customers can open urgent tickets by sending an email to our urgent mail address. This will automatically create a ticket in Opsgenie.

In case of non-urgent need, customers can open tickets by sending an email to support@giantswarm.io. This will automatically be forwarded to the #support channel in Slack.
In case of non-urgent need, customers can open tickets by sending an email to our support mail address. This will automatically be forwarded to the #support channel in Slack.

While this works -also thanks to the fact that the tickets are broadcast- we reckon that, as Giant Swarm grows and gathers customers, having such general entry points can become hard to scale and manage.

Expand Down Expand Up @@ -64,7 +64,7 @@ Let's consider customer `shiba`. We can create a dedicated email address `shiba@

This proposal relies on using the `+` sign trick to correctly redirect requests.

We can define two email addresses: `urgent@giantswarm.io` and `support@giantswarm.io`.
We can define two email addresses like we have already, one for urgent and another for support.

Let's consider customer `shiba`. We can discern between their requests depending on the additional information present after the first `+` sign. Some examples could be:

Expand Down Expand Up @@ -100,7 +100,7 @@ The following questions arise for both proposals:

Considering the pros and cons of each solution and the number of comments received, I believe we can proceed as follows:

- Only use the support@giantswarm.io and urgent@giantswarm.io email addresses
- Only use the support and urgent email addresses
- With `support`, we only specify the customer name, so that the message is forwarded to the customer's Slack channel: `support+customer@giantswarm.io`
- With `urgent`, we only specify the area, so that the message is forwarded to the correct area in Opsgenie: `urgent+area@giantswarm.io`. The areas are the following:

Expand Down