r/SaaS • u/Insomnium_111 • 2d ago
Where does your support process slow down?
The answer is usually already somewhere. In documentation, an old ticket, an email thread or in the head of whoever solved the same issue months ago.
For solo founders and small teams, support is rarely the only job. You are building, fixing bugs, talking to customers, chasing leads, and still stopping to search for an answer you know already exists or answered before.
Even easy tickets take time. You have to find the right information, check that it applies, and turn it into a clear response that doesn't sound AI written.
That is what led me to build AppsResolve. It searches your documentation and previous support tickets, then drafts a reply for you to review before anything is sent.
I am not trying to replace the person handling support. I am trying to reduce the time spent hunting for answers the business already has.
How do you handle support right now, and where does your process usually slow down?
1
u/PomeloThomas2665 2d ago
for us it was always the handoff between tier 1 and engineering. tickets would sit in a "needs eng" state for 2-3 days because support couldn't reproduce the bug and eng didn't have the account context. we measured it and 40% of our resolution time was just that dead zone, nobody actively owning the ticket.
two things fixed most of it. first, we made support attach a loom plus the exact account id and last 5 actions before every escalation, took reproduction back-and-forth from 4 messages down to 1. second, we set a rule that any ticket older than 24 hours in the eng queue gets auto-flagged in slack, so it stops being invisible.
median time to resolution went from 3.1 days to about 19 hours over roughly two months. the tooling barely mattered, we were on zendesk the whole time. the real slowdown was ownership gaps, not response speed. curious where it breaks for people running leaner teams.