Which support tools (and flows) your company is currently using?
I am working for a 20-person startup. @Linear is our product development system, which we really enjoy.
Currently, our operations team receives support requests via their personal email and then publishes requests in the Slack channel, where developers are picking up issues, but we would like to upgrade to a more comprehensive system with a shared inbox. I would like it to have an integration with Linear, and the ticket creation to be automated as much as possible. It would be great to have a help center (documentation), too, as a part of the offering.
I've looked at a few products; these stand out to me:
@Intercom - Seems to be still the industry standard, but rather expensive and requires both Linear plan upgrade + Intercom subscription.
Linear Asks - Native integration, straightforward flow. But not sure if I really want to have the operations team in Linear. Might become messy quickly.
@Productlane - Very promising set of features. But it seems to be more oriented toward feature requests collection rather than support.
How do your development and operations teams collaborate on support? If you have any experience with those tools or have other flows that work well for you, I will be very curious to read!
Replies
I’d personally avoid overcomplicating things early. I went through the same decision and realized simple workflows beat feature-heavy tools. A shared inbox + basic Linear sync worked perfectly for me. Once things grow, you can always layer in more features like knowledge bases and automation later.
@tamar_waziri That's true. How did you set up the basic Linear sync?
Intercom
minimalist phone: creating folders
I know that minimalistphone is using many:
Peek – for AI SEO (ASO)
Firebase – backend cloud
MixPanel – for setting up events
There are many, if I had to name them all, the comment would be so long :D
TinyCommand
@lauragenno We use Intercom for support and it’s worked well for us so far.
On top of that, we’ve set up an agent on TinyCommand that fetches all Intercom conversations, classifies them into things like bugs or feature requests, assigns a rough priority based on frequency, and then pushes everything into a sheet. It’s not perfect, but it gives us a very clear starting point.
Every week, we spend ~15 minutes reviewing that sheet, deciding what to pick, and assigning it to the respective dev based on ownership. I am also trying to get an agent to classify which module or the bug or feature request falls into so that we don't have to do that manually, but that is still a work in progress.
Happy to share the setup if you want to try something similar.
@priyanka_gosai1 Interesting! But then you will still need to create tickets manually?