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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
Contact driver analysis is supposed to tell support leaders why customers get in touch. You’ll often find that reports only tell you what customers asked about. Those are different questions, and the gap between them is where you risk losing a meaningful share of the customer support department’s budget. This article covers: At the end…
Ines van Dijk · 8 Sept 2026
AI data privacy for a support team all starts with one question: does your contract match your configuration? Your team wants AI that can dig into tier 2 and tier 3 tickets: pull the JIRA history, read the logs, and tell you what’s broken. That takes real system access — usually through an MCP server…
Neal Travis · 2 Sept 2026
