The blog
Notes from the people who build it
Product news, practical guides, and the occasional story about how we work.
-
Workflows 2.0: branches, delays, and test runs
Read more: Workflows 2.0: branches, delays, and test runsWorkflows can now split on a condition, wait for a reply, and run against last week’s requests before they touch a customer.
-
Hassium 2.4: faster search and tag rules
Read more: Hassium 2.4: faster search and tag rulesSearch returns in under a second on large inboxes, and tags can now apply themselves from a request’s first message.
-
Five workflows every small support team should run
Read more: Five workflows every small support team should runThe five rules we see pay for themselves first, with the exact conditions to copy into your own workspace.
-
Why we price per team, not per seat
Read more: Why we price per team, not per seatPer-seat pricing punishes the moment a team grows. Here is how we set our plans, and what we gave up to do it.
-
Introducing the customer timeline
Read more: Introducing the customer timelineEvery request, reply, order, and note for a customer, on one page, so nobody on your team asks for the same thing twice.
-
Hassium 2.3: imports keep their authors
Read more: Hassium 2.3: imports keep their authorsSpreadsheet and help desk imports now keep the original author, dates, and tags on every message.
-
Writing saved replies people actually read
Read more: Writing saved replies people actually readSaved replies save time only if customers read them. Six rules for replies that sound like a person and still fit on a phone.
-
What a year of answering our own inbox taught us
Read more: What a year of answering our own inbox taught usEvery person at Hassium takes a shift in the support queue. What we changed in the product because of it.
-
Setting up intake forms that ask the right questions
Read more: Setting up intake forms that ask the right questionsA good form makes the first reply the last one. How to decide which questions to ask, and which to leave for later.