How we manage community support with Sanity

Sanity.io has made its community management studio and Slack integration publicly available, developed to efficiently manage its growing community of over 3,000 members. Initially choosing Slack for community interactions, the team faced challenges with message retention affecting support and knowledge sharing. Testing an off-the-shelf support solution proved inadequate, leading to the creation of a custom Sanity-powered bot at an all-hands gathering in January 2020. This bot allowed for better tracking of conversations and ticket management using emoji reactions and a custom ticket board. By implementing this solution, Sanity reduced costs and gained the flexibility to expand features, illustrating the versatility of Sanity and structured content beyond website applications. This development encourages innovation and invites the community to share their creations through the #i-made-this channel.