blog
- Earn the Ask My support team got full codebase access because engineering had already seen enough of our work to trust us with it.
- Hit the Wall on Purpose My support team spent years working around a data-access policy that nobody had ever made.
- Negative Maintenance Fast answers close tickets. Removing the cause makes the next ticket less likely, and that's how support grows slower than the company.
- Closing the Loop Low-priority bugs sit forever because nobody can justify the afternoon. A support engineer with an agent can turn one into a PR that only needs review.