How do we train support teams to handle top tickets expected after enabling Obsidian?

Support teams can prepare for the Obsidian rollout by training on the most common issues that arise during and after implementation, such as sync failures, permission problems with shared vaults, and plugin conflicts. Training should focus on troubleshooting core functionality, plugin management, and enterprise-specific use cases.

Top ticket types and recommended support actions

• Sync issues
• Collaboration and sharing issues
• Plugin management and conflicts
• Performance issues
• User adoption and best practices

Support team training and resource plan

• Internal knowledge base
• Pre-launch training
• Post-launch support

Support teams can prepare for the Obsidian rollout by training on the most common issues that arise during and after implementation, such as sync failures, permission problems with shared vaults, and plugin conflicts. Training should focus on troubleshooting core functionality, plugin management, and enterprise-specific use cases.
Top ticket types and recommended support actions

• Sync issues
• Collaboration and sharing issues
• Plugin management and conflicts
• Performance issues
• User adoption and best practices

Support team training and resource plan

• Internal knowledge base
• Pre-launch training
• Post-launch support

While Obsidian does not have built-in support for enterprise-grade feature flags or policy controls for granular user groups, you can achieve a similar effect for a pilot by combining restricted user permissions with external management techniques. The core strategy is to limit user access to the directory where plugins and configuration files are stored.
This approach requires a self-hosted or managed solution for your Obsidian instances, as the Obsidian desktop and mobile apps save data locally by default.

• Step 1: Manage user access to the .obsidian folder

Most of Obsidian's feature controls—including plugin and theme settings—are stored in a hidden .obsidian folder within each vault. By managing access to this folder, you can control which users can enable or disable features.

• Step 2: Implement feature flags with your configuration 

Since you can't use external feature flag tools with Obsidian, you can create a similar on/off switch by controlling plugin availability and vault configurations.

• Step 3: Enforce policy controls

Beyond managing the .obsidian folder, you must prevent pilot users from bypassing your controls.

Some of the popular knowledge management software are as follows:

• Document360
• Freshdesk
• Zoho Desk
• Notion
• Zendesk

KMS Information System, also known as Knowledge Management System, is a software that is designed to store and retrieve an organization's information. It includes a self-service portal, FAQ web pages, guidelines, insights, etc.