Insights
The customer support field guide
Analysis, data notes, and how-tos across the whole craft — metrics, quality, people, ops, knowledge, tooling, trust, and AI. Key figures link to their sources; no vendor is paying for the verdict.
83dispatches in the archive20264
- Analysis
Integrations, not features, make or break your stack
Every helpdesk demos the same features. What actually decides a support tool's value is whether it connects to the systems you already run — so evaluate the API first and the feature list second.
Sep 28, 20264 min - Analysis
The costs a helpdesk pricing page won't show you
Seats are the headline. The per-seat add-ons, the per-resolution AI meter, the storage overage and the implementation fee are the business. How to read a helpdesk pricing page before you sign.
Sep 24, 20263 min - Analysis
Build vs. buy in support tooling
Buying support tooling is priced to feel cheap and building is priced to feel free. Both bills are honest only once you count the maintenance tax and the shelfware.
Sep 24, 20264 min - Analysis
Help desk vs. service desk: which one you actually need
The two terms get used as synonyms in RFPs and job ads. They name two different products, two software markets, and two buyers — and picking the wrong one is a six-figure mistake.