Question: Could we think about automations in our support tools differently, beyond responses to customers?
Answer: Please. Let’s start with Yetto’s newest feature, integration triggers to trigger actions in Yetto based on activity in other apps. Today’s release adds triggers on GitHub issue activity — a small taste of bigger things to come.
The job is more than writing emails
Responding to customers is just the visible part of the Support iceberg. (We've talked about this before. We will talk about it again.) Solving problems involves teams across your company, with Support coordinating. Engineering, product, sales, marketing, and finance are all part of the action. Support guides everyone to a solution, and gets that solution back to the customer.
It doesn't always feel like you have the authority to be that guide, but you make it work. When I was a technical support engineer, I started every day checking the support queue, GitHub notifications, and Slack to see how other teams were making progress on the issues I was responsible for. Did they fix the bug the customer had reported? Did they need more info from me? Were they ignoring me focusing on something else? Even worse… did they silently close the issue without addressing it at all?
I checked GitHub, Jira, Slack, and every app where other teams posted updates first thing in the morning and later in the afternoon, at minimum. I'm guessing most of you do something similar. It's exhausting and we shouldn't have to do that.
Automate triage from anyone, anywhere
Use Yetto's new integration triggers to set up automations based on activity in other systems. Today's release adds triggers based on status changes to GitHub issues — if someone closes or reopens a GitHub issue, it’ll trigger actions on the related Yetto conversation. Engineering closes the issue without a comment? Post an internal comment to the Yetto conversation letting Support know that they're not working on it anymore. Product reopens an old issue? Automatically let the customer know that the issue has resurfaced and the team is looking at it.
Add the GitHub integration to your Yetto inbox to get access to these GitHub activity triggers in your automations, as well as any GitHub-specific triggers we release going forward. (There will be more.)
Where is this going? Everywhere.
This release is small in scope but enormous in possibilities — less a new feature than a whole new way to think about how your support tools function within your company’s larger ecosystem.
While everyone and their estranged uncle talks (and talks) about how AI is changing the landscape of customer support by automating customer responses, most of your time doing support is spent working with internal teams, not sending customer emails. The future of support is automated, yes, but it's also interconnected. This release is just the beginning: lots more automation triggers and actions are coming soon. Because you deserve tools that help you do all of your job, not just some of it.
Want to see it in action? Yetto is still in open beta, so you can sign up and take it for a trial spin yourself. We'd love your feedback!
Brian Levine