Customer Support Metrics Every Business Should Track
The customer support metrics that matter (volume, backlog, first response time, resolution time, SLA compliance, reopen rate and satisfaction), how to calculate them and common traps.
Customer Support articles
Practical ideas to improve service for your customers.
Email Support vs Ticketing Systems: Which Is Better?
An honest comparison of support through a shared email inbox and through a ticketing system: ownership, status, history, privacy, metrics, cost, and when each one makes sense.
How to Build a Self-Service Knowledge Base
How to build a self-service knowledge base that people actually use: choosing topics from ticket data, article structure, a writing template, categories, visibility and maintenance.
Put every support request in one place
Create your help desk on the Free plan, invite your team and open the first ticket in a few minutes.