4 skills for customer support
Linear urgent bugs tracker
Twice a day: open Urgent and High priority bugs in Linear, how long each has been open and who owns it, with the ones past your target first.
DevelopersWeekdays at 9:00 and 16:00Stat tileUses Linear.Zendesk ticket backlog
Twice each weekday: unsolved Zendesk tickets by priority and age, the ones already past their SLA target, and whether the queue grew.
Customer supportWeekdays at 8:00 and 14:00Stat tileUses Zendesk.Intercom conversation themes
Every Friday: the topics customers raised in Intercom this week, how many conversations each, and real quotes behind them.
Customer supportFridays at 14:00Report cardUses Intercom.Churn early warning: Stripe, usage, support and email
Mondays: paying accounts where a usage drop, a failed payment, an unhappy ticket or a cancel email line up, with the MRR at risk.
FoundersMondays at 8:30Asks youUses Stripe, PostHog, Mixpanel, Intercom, Zendesk, Gmail.What an agent can take off customer support’s plate
Support leads need two things daily: is the queue under control, and what are customers telling us. Both are in the help desk, buried under the tickets themselves.
These skills pull the backlog by age and priority, first response times, the CSAT score with the comments behind low ratings, and the themes across the week's conversations, so the team and the product people read the same short report.
Other teams
One board for every report customer support runs
Skills are free to use with any agent. Briefkin is where their results land: one board for every report, number and question your agents send, with a ping when something needs you.
Free during the open beta. No card.