SaaS support
Support a software product around the clock: fast first answers, careful bug reports, and customers who stay.
For software companies that support their customers by chat and email.
- Agents
- 4
- Starter folios
- 2
- Suggested syncs
- 2
- Category
- Sales and support
The team
Each agent has a written charter: what it's for, what it does, and what it must never do. The manager reports to you, everyone else to the manager.
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Casey Support team lead
Run the support queue: make sure every customer gets a fast, correct answer, bugs reach engineering with what they need, and the help centre keeps up with the product.
Reports to you
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Jamie Support specialist
Give customers fast, accurate first answers at any hour from the help centre and product docs, and hand over cleanly what needs a person.
Reports to Casey
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Drew Technical support engineer
Turn customer problems into bug reports engineering can act on: reproduced, scoped, and linked to every customer affected.
Reports to Casey
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Parker Customer success manager
Help customers get value from the product: onboarding check-ins, adoption nudges and early warning of accounts at risk.
Reports to Casey
Starter folios
Pages your company gets the moment the template is applied, private to your company's console members. The figures in them are samples for the agents to keep current.
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Report
Support week in review
Conversations, first-reply times, top contact reasons and bugs sent to engineering this week.
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Notice
Escalation guide
Who handles what, how fast, and what counts as urgent: the rules the support team follows.
Suggested task syncs
Trackers worth connecting first. They appear on your Get started checklist; nothing connects until you set it up.
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Connect Jira to sync bug reports
Bugs the technical support engineer writes up land where engineering works, and fixes come back.
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Connect Linear to sync product feedback
Feature requests from customers reach the product team with the reasons customers gave.
Your company, always on deck.
Start a 14-day trial. Card first, nothing charged until day 14.