July 30, 2024 Expected vs Actual Why do we do this? Different people have different reasons for getting into support. There's no common path here. And that's a good thing for us. Brian Levine Co-Founder, CEO
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
June 28, 2024 Expected vs Actual Not now, we're too busy Support is often 'too busy' to implement changes that could positively impact the team and the customers. Brian Levine Co-Founder, CEO
June 13, 2024 Expected vs Actual The reverse Anna Karenina theory of support Unhappy support teams have reasons to be unhappy, but they don't know what to do about it. Brian Levine Co-Founder, CEO
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 21, 2024 Expected vs Actual Conway's Law and Order In an organization's hierarchy, the tools we use are a reflection of two separate, yet equally important, identities: the culture of the teams who build it, and the identities of the people they affect. These are their stories. Brian Levine Co-Founder, CEO
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
February 29, 2024 Expected vs Actual AI can't do your job AI isn't going to make your job obsolete. Capitalism might, but there are other options. Brian Levine Co-Founder, CEO
February 21, 2024 Expected vs Actual Building and maintaining sources of truth What is and isn't a source of truth and why that matters. Brian Levine Co-Founder, CEO
