Blog
Notes on running support properly.
Product updates, practical guides, and the reasoning behind how Zextra works. Written by the people building it.
Introducing Zextra: a better way to handle Discord support
Thread-based tickets, routing, forms, automation, and analytics in one system. Here is why we built it, and what changes for your community.
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Why a ticket is a thread, not a channelChannel-per-ticket is the standard design for Discord support bots. It is also the reason they fall over. A look at the constraints that pushed us the other way.Read articleReading the analytics dashboardResponse times, ticket volume, and staff activity are only useful if they change what you do next. A short tour of each chart and the decision it supports.Read article
- Routing tickets to the right person, automaticallyStop babysitting the queue. A practical guide to rules, round-robin, and role-based routing, and to knowing when each one is the wrong tool.Guide3 min
- Forms that get you a useful first messageWhy most ticket forms ask for the wrong things, what we are planning to change, and the design decisions that turn a form from an obstacle into the fastest part of a ticket.Update2 min
- Moving a community from DMs to ticketsScattered DMs and a support channel that scrolls too fast are a stage every growing community passes through. Here is a migration plan that does not annoy anyone.Guide3 min
- Automation: the 80/20 of supportMost teams only need a handful of rules to reclaim a large share of their time. These are the ones worth building first, and the ones worth skipping.Product2 min
- What we are building nextKnowledge-base integration, mobile-first management, and better transcripts. What is in progress, what is queued, and how to influence the order.Update2 min
Ready when you areRun support the way it
Run support the way it
should be run.
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