Add Technical Support Guide & update issue templates (#3645)

* Add Technical Support Guide & update issue templates

* Update CHANGELOG.md

* Apply comments

.github/ISSUE_TEMPLATE/bug_report.md

@@ -6,9 +6,11 @@ labels: Bug, Pending, customer-reported, Bot Services
 assignees: ''
 ---
 
+# Please view our [Technical Support Guide](https://github.com/microsoft/BotFramework-WebChat/tree/master/docs/TECHNICAL_SUPPORT_GUIDE.md) before filing a new issue.
+
 <!-- ATTENTION: Bot Framework internals, please remove the `customer-reported` and `Bot Services` labels before submitting this issue. -->
 
-<!-- [GitHub issues](https://github.com/microsoft/botframework-webchat/issues) should be used for bugs and feature requests. See the Support section to get support related to Bot Framework and Web Chat. -->
+<!-- [GitHub issues](https://github.com/microsoft/botframework-webchat/issues) should be used for bugs and feature requests. See the [Technical Support Guide](https://github.com/microsoft/BotFramework-WebChat/tree/master/docs/TECHNICAL_SUPPORT_GUIDE.md) to get support related to Bot Framework and Web Chat. -->
 
 ## Screenshots
 

.github/ISSUE_TEMPLATE/feature_request.md

@@ -2,17 +2,19 @@
 name: Feature request
 about: Suggest an idea for this project
 title: ''
-labels: Enhancement, Pending, customer-reported, Bot Services
+labels: feature-request, customer-reported, Bot Services
 assignees: ''
 ---
 
+# Please view our [Technical Support Guide](https://github.com/microsoft/BotFramework-WebChat/tree/master/docs/TECHNICAL_SUPPORT_GUIDE.md) before filing a new issue.
+
 <!-- ATTENTION: Bot Framework internals, please remove the `customer-reported` and `Bot Services` labels before submitting this issue. -->
 
 ## Feature Request
 
-### Use the ['Enhancement' query](https://github.com/microsoft/botframework-Webchat/issues?utf8=%E2%9C%93&q=is%3Aissue+is%3Aopen+label%3Aenhancement) to search for the most popular feature requests.
+### Use the ['feature-request' query](https://github.com/microsoft/BotFramework-WebChat/labels/feature-request) to search for existing feature requests.
 
-### The [Sample tag](https://github.com/microsoft/botframework-Webchat/issues?q=is%3Aissue+is%3Aopen+label%3ASample) also lists examples and implementations that have already been requested.
+### The [Samples tag](https://github.com/microsoft/botframework-Webchat/issues?q=is%3Aissue+is%3Aopen+label%3ASample) also lists examples and implementations that have already been requested.
 
 **Is your feature request related to a problem? Please describe.**
 
@@ -30,4 +32,4 @@ assignees: ''
 
 <!-- Add any other context or screenshots about the feature request here. -->
 
-[Enhancement]
+[feature-request]

.github/ISSUE_TEMPLATE/question-template.md

@@ -2,14 +2,23 @@
 name: Question template
 about: Ask a question not related to implementation here
 title: ''
-labels: Question, Pending, customer-reported, Bot Services
+labels: Question, customer-reported, Bot Services
 assignees: ''
 ---
 
-🚨 The issue tracker is not for implementation questions 🚨
+# 🚨 The issue tracker is not for implementation questions 🚨
+
+# Please view our [Technical Support Guide](https://github.com/microsoft/BotFramework-WebChat/tree/master/docs/TECHNICAL_SUPPORT_GUIDE.md) before filing a new issue.
 
 <!-- ATTENTION: Bot Framework internals, please remove the `customer-reported`  and `Bot Services` labels before submitting this issue. -->
 
-<!-- If you have other questions on implementation of Web Chat or about other features of Bot Framework, please see the support page on where to direct your question. -->
+This repo focuses on the development of Web Chat, a client/channel for Bot Framework. If you have questions on implementation or about other features of Bot Framework, please see the below list to direct your questions to the correct repo or site.
+
+| Topic                       | Description                                                  | Link                                                    |
+| --------------------------- | ------------------------------------------------------------ | ------------------------------------------------------- |
+| Web Chat 'How to' Questions | Ask implementation questions about Web Chat                  | https://stackoverflow.com/questions/tagged/web-chat     |
+| Bot Framework Questions     | Ask implementation questions related to the BotFramework SDK | https://stackoverflow.com/questions/tagged/botframework |
+| Bot Builder                 | A comprehensive list of Bot Framework SDKs and tools         | https://github.com/microsoft/BotBuilder                 |
+
 
 [Question]

CHANGELOG.md

@@ -100,6 +100,7 @@ and this project adheres to [Semantic Versioning](http://semver.org/spec/v2.0.0.
       -  Carousel layout and stacked layout is only available on `component` package due to their coupling with their respective visual components
       -  For card action middleware, `imBack`, `messageBack` and `postBack` actions are available on `api` package, but `call`, `openUrl` and other platform-dependent actions are only available on `component` package
    -  `activityMiddleware`, `attachmentMiddleware`, etc, now support arrays for multiple middleware
+-  Resolves [#3535](https://github.com/microsoft/BotFramework-WebChat/issues/3535). Add Technical Support Guide for guidance on troubleshooting information and navigating the Web Chat repository, by [@corinagum](https://github.com/corinagum), in PR [#3645](https://github.com/microsoft/BotFramework-WebChat/pull/3645)
 
 ### Fixed
 

README.md

@@ -238,6 +238,10 @@ View the [notification documentation](https://github.com/microsoft/BotFramework-
 
 View the [telemetry documentation](https://github.com/microsoft/BotFramework-WebChat/tree/master/docs/TELEMETRY.md) for implementing in Web Chat.
 
+## Technical Support Guide
+
+View the [Technical Support Guide](https://github.com/microsoft/BotFramework-WebChat/tree/master/docs/TECHNICAL_SUPPORT_GUIDE.md) to get guidance and help on troubleshooting in the Web Chat repo for more information before filing a new issue.
+
 ## Speech
 
 Web Chat supports a wide-range of speech engines for a natural chat experience with a bot. This section outlines the different engines that are supported: