Koltrix
Customer support
From support email to engineering ticket: a handoff template
A copyable internal ticket template for escalating bugs from support email to engineering, plus how to keep the customer informed while the fix is pending.
5 min read
Customer supportEscalation paths for email support that actually work
How a small company can design email support escalation: tiers, clear criteria, telling the customer, keeping frontline ownership, and avoiding ping-pong.
4 min read