Tag Archives: Triage

How We Triage Our Support Queue

How We Triage Our Support Queue

Our customer service team at Help Scout is full of smart and experienced people. It’s not by accident — as a remote-first company spread out all over the globe, hiring folks who are knowledgeable and capable is a deliberate strategy. Even so, there is no end to the edge cases, odd bugs, and esoteric details in SaaS support. These are …

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