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Picture this. You post an important process change in Slack. You explain what changed, include a link to the documentation, and ask everyone on the team to react with a thumbs-up once they’ve read it. By the end of the day, nearly everyone has reacted. Success, right? Not necessarily…
Tim Jordan · 20 Oct 2026
WordPress.com’s support team recently reported that about one in four conversations with their AI support assistant ends with a person, and in about half of those handoffs, it’s the assistant that suggests it, not the customer. That result comes from getting three specific things right…
Neal Travis · 12 Oct 2026
Maybe you have a feature listed as “coming soon” in four knowledge base articles, two or three macros, several onboarding emails. Maybe a chatbot answer, too. Yesterday, all of them were precise and accurate. But today is not yesterday. Because today this new feature was released. Someone published an article that does a wonderful job…
Anne-Marie Traas · 6 Oct 2026
Back in 2013 I took my first job in the SaaS world, as a technical support agent for a “teenager” level website building platform introducing me to the ever popular Customer Satisfaction survey, or CSAT. For the first few months, I thought nothing of it. Close out a ticket, get a (positive) CSAT rating, move…
Anne-Marie Traas · 29 Sept 2026
Burnout is a quiet crisis in SaaS customer support. As AI and automation absorb the routine tickets, human support teams are left handling the hardest, most emotionally loaded conversations in the business, and burnout, disengagement, and agent attrition are climbing as a result. This article covers four causes of customer support burnout that standard wellbeing…
Ines van Dijk · 22 Sept 2026
Most support teams set up a Zendesk Jira integration for one reason: they want engineering to see the tickets that need a real fix without support having to leave Zendesk to ask for it. The integration handles that part well. What it doesn’t solve is everything that happens after the Jira card gets created: That…
Neal Travis · 15 Sept 2026
