Practical guides for modern support
Honest writing on reducing ticket volume, building a knowledge base, SLA design, support automation, and the messy realities of running a support team that customers actually trust.
Ticket Routing and Assignment Rules: Getting Every Ticket to the Right Agent Fast
An unassigned ticket is nobody's problem. How to design routing and assignment rules — skill-based, round-robin, load-aware — that put every ticket on the right desk in seconds instead of letting it rot in a shared pile.
Canned Responses That Don't Sound Canned: A Template Playbook
Saved replies cut handle time in half — or make every customer feel like a ticket number. How to write macro templates that stay human at scale.
Support Automation: Macros, Triggers, and Knowing When to Stop
Automation should remove busywork, not the human. A guide to automating support without making it feel robotic.
AI in Customer Support: Where It Helps and Where It Hurts
AI can triage, draft, and deflect at scale — or torch trust if pointed at the wrong moments. A grounded guide for 2026.