Decide your support model + channels
2-4 hr
Resolved in 12 min. SAML config drift.
Welcome to Dock
First-touch reply for new tickets. Sets SLA expectation.
Move support OUT of the founder's personal inbox
1-2 days
Logged to roadmap. Closed with thank-you.
Bug acknowledgment
Confirm receipt of bug report; promise turnaround within 48 hr.
Define SLAs + escalation paths
1 day
Feature request acknowledgment
Thank, log to roadmap, set expectation that not all requests ship.
Resolved in 5 min. Pointed to /pricing page.
Build macros for the top 20 questions
1 week (initial; ongoing thereafter)
Escalation to engineering
Internal use. Tag eng with reproduction + customer details.
30-min screenshare. Resolved.
Write the knowledge base / help center
1-2 weeks (initial; ongoing thereafter)
Auth flow regression. Escalated to eng. Hotfix shipped 4 hr later.
Add an AI tier-1 agent (carefully)
2-3 weeks
Measure CSAT, response times, and ticket categories
1 day setup, ongoing thereafter
Hand off to the first CX hire
2-3 weeks (the hire's onboarding)