Ex-support rep, now building software for those who handle the tickets

Hi Product Hunt! For six years, I helped customers in a payment company as an agent and then as a team lead. There were two lessons I learned from this experience that aren’t taught in any course. Firstly, people don’t often state their problem in the first contact. Secondly, the software created for support work is created by those who never worked a queue on Monday mornings.

A year ago, I started learning programming skills myself using Cursor and a huge amount of perseverance. The first build I did was pretty embarrassing – it was a macro manager that worked only on my laptop. Now I have another small build called Queuelight, which marks tickets that might become an escalation based on customer’s second message.

I am here to build in the open while not being a founder yet. It would be great to know other people who decided to become builders from some other profession because I feel like we have the same blind spots. My blind spot is over-complication. I will add one more feature in order not to start a discussion on whether it should be there.

If you have experience in support, I would love to know what did you hate most about your tools. If you are an engineer, let me know what do you expect to see in a bug report from support people.