August 29, 2024 Release Notes Smarter summaries with switches and content references You know what you need, and we're gonna give you tools to get there Nick Cannariato Advisor
July 25, 2024 Release Notes Switch on Automation should be easy to set up and easy to maintain. Why is that so hard? Nick Cannariato Advisor
July 23, 2024 Release Notes Connect your help desk to your customer data Maybe the real customers we supported were the friends we made along the way. Nick Cannariato Advisor
July 18, 2024 Release Notes Hell is other labels We label everything except that which we hold deepest in our hearts. Nick Cannariato Advisor
July 09, 2024 Release Notes Yetto is now available in beta! We're ready to let you all at this. You can now apply for access to Yetto on our home page. Nick Cannariato Advisor
May 01, 2024 Expected vs Actual Your metrics are bullshit Support work is done by teams of people -- not a collection of individual queue crushers -- and it takes diverse skills, dispositions, focuses, and areas of expertise to do well. The way we measure that work, however, doesn't reflect that. Nick Cannariato Advisor
March 13, 2024 Release Notes What's in a status? Is this 'Pending'? 'On hold'? What does 'Closed' mean, again? Why are you making me think about this hundreds of times a day? Nick Cannariato Advisor
June 14, 2023 Internal Comments You're already doing all hands support From escalation-via-founder to sales calls and customers pinging employees on Twitter, your company is already doing all-hands support..they're just not doing it well. Nick Cannariato Advisor
May 31, 2023 BCC Stop giving me take homes Let's rethink hiring practices and focus on respect, equity, and truly understanding a candidate's worth. Nick Cannariato Advisor
