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HelpDocs Black LogoCreating Support Scope

Telling a customer no is a skill I never thought I'd need to learn. I've no doubt all support people have had to say it in some shape or form.

But setting clear exceptions can help teams navigate the boundaries of their support. What's doable and what isn't?

When we found ourselves drowning in custom code requests we decide to create
our own support scope article. While it's a work in progress I think it's a good start.

This month on the blog I also wrote about a journey from Lisbon to Munich and the woes of support on the road.

Plus there's an interview with a super interesting customer of ours. H.V.M.N. help people take control of their health in interesting and socially good ways.


Saying No to Custom Code: Our Journey Creating Support Scope

Working on custom code was a rabbit hole we shouldn't have fallen into. Here's how we found light at the end of the tunnel by managing expectations.


2500 Kilometers of Support

Lisbon to Munich in a couple days. What seemed like a simple road trip started to become a little worrying.


Empowering Humans to Take Control of Their Health

How a nutrition company is shaping an industry and helping change the way people look at metabolic health.


What we've been reading

National Geographic logo 

How Help Scout Mitigates Unconscious Bias in Hiring
on Help Scout

The Atlantic logo 

The weird space that lies outside our Solar System
on BBC Future

Help Scout logo 

What made me realize the importance of accessible and inclusive design
on Stark 

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