Author Archives: Avi Warner

Tip of the week: user and organization tagging

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All customers are important, but every business has their VIPs: maybe it’s a big account, maybe it’s the paid users on your freemium product, or maybe you just want to make sure tickets from some people get a bit more visibility

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Tip of the Week: Looking at Satisfaction Ratings with Comments

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If you are already collecting feedback about how satisfied your customers were with their support experience, you might have noticed a recent change in the satisfaction conditions. In the past, all satisfaction ratings were grouped together regardless of whether they included a comment or not, which meant extra time spent wading through tickets to find

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