Tools and processesJul 21, 2026
On tools and processes: support inbox to product feedback loop
Support lived in email; product ideas lived in Slack; they never met. We tag every support thread in Help Scout with "b…
What workedJul 21, 2026
What worked pricing with one simple annual plan
We had monthly, annual, and a fake "enterprise" tier that confused everyone. Support questions were mostly "which plan…
ProductivityJul 20, 2026
On productivity: time-boxing deep work before support
Support and Slack were eating my mornings. I'd plan to code, answer five messages, and lose two hours context-switching…