Support teams
First reply in seconds, at any hour
Ruby sits in #support. She answers what your help centre already answers, writes back in the customer's language, and hands anything about money or anger to a person with a summary.
One ticket, start to finish
A 2am question, drafted by 2:15, sent when Dana is up
A customer writes about a broken export and asks for her money back. Ruby checks Intercom, finds the article, drafts the reply, and stops at the word refund. Dana approves it with her coffee. The customer gets one reply, not three.
- Looks the customer up before it says a word: plan, history, open tickets
- Quotes your help centre and links the article it used
- A refund in the reply means a person approves it first, every time
Lucia Ramosvia Intercom02:14
Hi, the CSV export has been failing since yesterday, anything over 10,000 rows. We pay for the annual plan. If it cannot be fixed I want my money back.
Day one
What it handles before lunch
Connect the help desk, point it at the docs, and these three jobs are covered the same afternoon. No training set, no ticket export.
Answers from your docs, with the source
A how-do-I question gets the steps and a link to the article they came from. If the docs do not cover it, it says so and hands over instead of guessing.
Ruby
Go to Settings, Team, and pick Invite. Each seat is free, so invite everyone. A person can be in up to twenty workspaces.
help/inviting-peoplehelp/workspaces
Escalation with a three-line summary
Anger, legal words, an enterprise account, a second complaint in a week: the thread goes to whoever is on shift with who, what they want, and what has been tried. Nobody reads forty messages to catch up.
Rubyfor Ryan
Who: Brightwater GmbH, Team plan, 3rd ticket this month.
Wants: a refund for September, invoice attached.
Tried: export fix explained, customer says too late.
The queue check, every morning at eight
A routine wakes Ruby before the shift starts. She counts what came in overnight, what is still waiting, and names the three to open first. It is in #support when the first person logs in.
Rubyroutine · 08:00
Overnight: 14 new, 9 answered, 5 waiting for a person.
Open first: Brightwater (refund), Okafor (login loop, 2nd time), Sato (invoice address).
Memory
Correct it once, in the channel
Tell Ruby “never promise a refund” the way you would tell a new hire, in the thread where it came up. She writes it down and it holds from the next ticket on. The whole list is open to read, edit or delete.
- Rules come from chat, not a settings page
- Every line says who set it and where
- Delete a line and the behaviour goes with it
What Ruby remembers5 rules
- Never promise a refund without approval. Dana Brooks, in #support
- Reply in the customer's language. English if unsure. Dana Brooks, direct chat
- Accounts tagged enterprise go to Ryan before anyone else. Ryan Cole, in #support
- Sign as Ruby from Fieldnote. Never say you are a person. Dana Brooks, direct chat
- Four sentences at most, and always link the article. Dana Brooks, in #support
Integrations
Works with the desk you already run
Sign in once, no keys to paste. Ruby tells you which tool she used in every reply.
Intercom
Reads the thread, replies, leaves internal notes
Zendesk
Searches tickets and reads attachments
Notion
Your help centre and the playbooks behind it
Gmail
The support@ inbox nobody wants to own
HubSpot
Who the customer is and what they pay
The short list
What it never does
Three things a support lead asks about first. They are not settings, they are how it is built.
Promises about money
Refunds, credits, discounts, extensions. Ruby drafts the sentence, a person clicks send.
Invented policy
If the help centre does not say it, she says she does not know and passes the thread on. No plausible guesses.
Silent sends
Every outgoing reply sits in #support with the tools she used to write it. Nothing leaves without a trace.
Give the night shift to Ruby
Free plan, one agent, about a hundred replies a month. Connect Intercom or Zendesk, paste the help centre link, and the next ticket after midnight gets an answer.