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Incoming support requests: how to manage them?

1 points by eldavido ↗ HN
How does your company keep track of incoming customer support requests?

Related: what tools/channels do you offer for submitting these requests? (Olark, Basecamp, employee email addresses, phone, etc.)

1 comment

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eldavido
Background (poster here): We accept support requests primarily via email and through in-product feedback. The process relies heavily on human triage and I know it won't scale.

Wondering how other companies handle this from a "let's share best practices" standpoint.