10.4.1 · Skill in User support

Support workflows

How support requests are received, routed and resolved.

Support workflows cover channels, routing, priorities, escalation to engineering and response targets. Engineers in a support rotation see real problems firsthand. Good internal tools make support faster for everyone.

Your status · Support workflows

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Resources

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Overview for User support

articleStart here
Help and documentation (usability heuristic 10) ↗
NN/g · 2020 · 9 min
Proactive and reactive help, and how to keep it short and close to the task.
articleGo deeper
How to analyze qualitative data from UX research: thematic analysis ↗
NN/g · 2022 · 15 min
A step-by-step method for turning notes, transcripts and feedback into themes you can defend.

Tools

ToolOpen source
Zammad
zammad.org ↗
Open-source helpdesk for email, chat and phone support tickets.
ToolOpen source
Chatwoot
chatwoot.com ↗
Open-source customer support inbox for chat, email and social channels.