We use Trac internally at Automattic. It’s also what the open source WordPress project uses more broadly. It’s not the prettiest solution but it does work as a bug tracker.

Some teams here also use O2 for bug tracking. This is a conversation-oriented WordPress theme that’s built for team communication. It has built-in task lists for tracking…[Read more]

We’ve been looking at response times a lot lately. We don’t have a means for tracking open/resolved on our threads so response times have been our best gauge for success beyond ticket queue numbers.

One way that’s helped over time is in how it contextualizes growth. Looking at just an overall ticket queue count is only part of the picture. With…[Read more]

@evan Yep! I get in to town Thursday morning.

So if you count tickets from users that only wrote in because you broke something, 6,121.

If you count tickets in a “regular” day then 331.

Nice, cool post!

It’s page 17 where they write that you should, “Choose language to put customers at ease, not to dominate them.” Their examples are things like “I’m well” as a response to “How are you?” or “Which bottled water […]

One of my favorite bits was where they talk about choosing language to put customers at ease, not dominate them. Not particularly a new thought, just a concise way of putting it.

My tip would be to take time away from the daily grind to work on more proactive types of support. There will always be more requests coming in; support never stops. Unless you’re deliberate about setting aside […]

Wanted to add one more story here as it happened just recently. I wrote the details up in a short post today.

I had a great experience with my hosting company recently. Even though I rarely tweet I even posted about it. That stemmed from moving my site from a previous webhost over to ZippyKid.

There were two things […]

We’re now 19 people. 15 people on the team were hired in 2012 and we aim to hire another 30 this year. So we’re a lot bigger team than we started 2012 as but we’re planning to keep growing.

Our outlook is that […]

We do a lot of our training before ever hiring someone. Before starting full-time at Automattic everyone works on a trial project. For our support team that means literally working as a Happiness Engineer for a […]

I’ll add a strong +1 to Chase’s recommendation of remote / distributed teams with flexible schedules. It’s how all of Automattic works and our support team specifically ranges from Hungary to Japan and everywhere […]