> support engineering & CX ops
Build customer support that actually scales.
Field notes on deflection, automation, metrics, and the helpdesk stack behind great customer experiences — written for the people who run it.
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- Deflection Cut repetitive tickets
- Automation Workflows & macros
- Metrics CSAT, FRT, resolution
- Tooling Helpdesk stack
Latest articles
- June 11, 2026 The 7 Support Metrics That Actually Matter (and 3 Vanity Metrics to Ignore) Most support dashboards track the wrong things. Here are the seven metrics that predict customer retention and team health — plus the vanity numbers quietly misleading you.
- June 9, 2026 How to Reduce Support Ticket Volume Without Hurting CSAT A practical framework for cutting repetitive support tickets through deflection, automation, and proactive support — without making customers feel ignored.