You get a support call escalated to you one minute, your boss tells you to call a different customer the next, and a few minutes later three new tickets hit your inbox, all with totally different issues. How do you and your team stay organized with your tickets when they’re flying in from everywhere?! If all customer problems came in through a single channel, such as email, it would make organizing and keeping track of your tickets so much easier.

If you have been on the lookout for a helpdesk solution to help you track incoming support emails, you have probably already come across several options. This post discusses the types of solutions available in the market, without getting deep into individual features. Hopefully this will provide a decision framework that will help you determine the type of solutions you need, so that afterwards you can go on and evaluate only those that fall into the category you need.

Beyond offering the most secure collaboration -Wire is actively leading the work on extending its security standards to become the norm for protecting organizations' digital assets. Raphael Robert, head of security at Wire discusses the new era of secure group messaging at DefCamp in Bucharest, November 8th. The session will shed further light on the ongoing developments and progress of Messaging Layer Security (MLS).

As community forums become essential tools for scaling support, it’s natural for companies to need some help keeping things organized, ensuring the conversation runs smoothly and everyone can tap into the wisdom of the crowd. That’s where moderators come in: to help your community grow into, and remain, a destination.

It’s clear that feedback can – and should – be a critical part of the product management decision making process. When planning your product strategy it is essential to find out what real users think and then strike a balance between coming up with your own innovative ideas, reacting to market trends and taking customer opinions into account.

How do you easily find your way through your conversations? Ever find yourself scrolling endlessly to find the right conversation? We all do. So far we have had some ingenious hacks to help us with this. Fancy naming conventions, or our favorite, using icons for various conversation categories (think ? for bug hunting chats or ? for release and deployment chats).