helpdashNotes from
the support desk.
Practical writing about the work: how requests get handled, what the metrics actually measure, and where the tooling helps.
More reading.
How to set support SLAs your team can actually hit
An SLA nobody can hit is just a number that generates guilt. Here's how to set first-response and resolution targets that are ambitious, fair and measurable.
Multi-tenant help desk: supporting many brands from one workspace
If you run support for several clients, one help desk per client is a nightmare of logins and licences. A multi-tenant help desk is the alternative.
CSAT, CES and NPS: which support metric should you actually track?
Three acronyms, three very different questions. Here's what CSAT, CES and NPS each measure — and which one your support team should start with.
Connect an AI assistant to Helpdash with MCP
Issue a token in Settings, paste one command, and your AI client can search tickets, read the knowledge base and draft replies — bounded by your own permissions.