Nov 5 2021
After the recent Facebook outage I got curious how many SaaS B2B products have an actual SLA - a Service Level Agreement with a legally binding uptime commitment. Turns out SLA's are very uncommon in the SaaS space. Here's a little comparison table I compiled, just for illustration purpose.
Oct 18 2021
We've just published Jitbit v10 - Release Candidate for our self-hosted customers - the next gen .NET Core based version that works on both Linux and Windows.
Sep 13 2021
I figured we owe this post to our customers (mostly) because of all the fluctuations we've been going through lately.
Aug 23 2021
About eight years ago someone hacked into our AWS account and launched hundreds of GPU virtual machines for cryptomining. Our monthly bill went from the regular $200 to over $50k overnight. We did not have a paid "support" plan, we were not a VIP client (on the contrary, we were two scared kids trying to grow our little SaaS). But one phone call - and the problem was solved in 10 minutes.
Aug 5 2021
Behind every successful help desk are agents who make them run.
You rely on your agents to help form the impression that customers or users get of your service, to provide genuine help when people need it and to gather and pass on valuable feedback that will help your company move forward successfully.
Jun 10 2021
Believe it or not, a question comes up every now and then - can I get away with not having a help desk app?
Apr 29 2021
I've recently bumped into several conversations about outsourcing customer support, mostly among bootstrapped software founders who are (obviously) overwhelmed with work.
Apr 27 2021
How should a support agent deal with unresponsive users - who create tickets and then don't respond? ITIL tells us an incident should only be closed by the user who created it. Otherwise the ticket should be put "on hold". But in reality... There's only so much you can do:
Apr 6 2021
Tagging is the bane of many support teams' existence. Do you do it manually? Use Zapier to build automated tagging? Use a dedicated tool to tag tickets based on customer sentiment? Set up daily reminders to make sure tagging actually happens? There are so many options—it can feel overwhelming!
Feb 20 2021
Privacy and security of our customers are our topmost priority. Here's what we've been busy with lately: