Tagged support-ops
Essays and field notes tagged support-ops.
WPML Doesn't Work With My Shop
The vague tickets are often the most useful. Compatibility work taught me that the bug lives between products — and someone has to own that space.
Measure the Queue, Not the Bot
Deflection dashboards always go up. Resolution rate can be gamed too. What worked for us was refusing to give the AI its own scoreboard.
Scaling Support Without Hiring
The part nobody talks about is the years of unglamorous groundwork before it - and what the team became after.
Your Ticket Queue Is a Defect Log
The operating model I inherited was the obvious one - volume goes up, you hire. The queue never got smaller by clearing it faster.