Insights on AI customer support
Guides, research, and playbooks on AI customer support — architecture, migration, knowledge bases, pricing, and retention.
Jul 7, 2026 · 8 min read
Zero-downtime migration: running two helpdesks in parallel
Cutover without a maintenance window: route new conversations to the new tool, drain the old one, keep data consistent and know when to switch it off.
Read moreJun 2, 2026 · 8 min read
The true cost of staying on your old helpdesk
Switching feels expensive; staying feels free. The ledger says otherwise: renewal creep, per-seat growth math, add-on stacking and the deflection you never turned on quietly make “do nothing” the priciest option on the table.
Read moreMay 26, 2026 · 8 min read
Ticket history and data retention: what to keep when you switch tools
How much ticket history is worth migrating? What lookups, reports and AI grounding actually use — and a keep/archive/delete framework for the rest.
Read moreApr 18, 2026 · 9 min read
Switch your helpdesk over a weekend: the Friday-to-Monday playbook
A Friday-evening-to-Monday-morning plan for moving your support stack to a new helpdesk while your customers sleep: what to freeze, what to import, what to test — and the checklists that catch the traps most teams hit.
Read moreApr 2, 2026 · 8 min read
Retraining your support team on a new helpdesk in one week
A five-day plan for moving agents to a new helpdesk: guided orientation, rebuilt workflows, shadow shifts, AI drafts and a live day with a safety net.
Read moreMar 10, 2026 · 8 min read
Migrating your knowledge base without losing SEO traffic
Your help center earns search traffic; a careless migration burns it. Redirect maps, slugs, canonicals and HTML cleanup that keep rankings intact.
Read moreFeb 17, 2026 · 8 min read
How to export your data from a legacy helpdesk (tickets, KB, contacts)
How to get tickets, knowledge base articles, contacts and macros out of a legacy helpdesk: formats, APIs, attachments and the traps that surface later.
Read moreJan 20, 2026 · 8 min read
The helpdesk migration checklist: everything to verify before you switch
A stage-by-stage checklist for switching helpdesks: exit terms, data inventory, field mapping, technical seams, team readiness and post-launch checks.
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