Support Workflows
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Put a Replay Link in Every Bug Ticket
How to attach a session recording to a ticket in Zendesk, Intercom, or plain email, and why this one workflow change cuts clarification round-trips.
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Onboarding Drop-Off: UX Problem or Silent Error?
SaaS onboarding drop off debugging starts with one question: are users confused or is something broken? How to tell hesitation from silent failure.
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The Support-to-Engineering Handoff Is Where Bugs Go to Die
Why the support ticket bug triage process breaks at the handoff, and a protocol that fixes it: intake capture, escalation criteria, and the evidence rule.