Customer support
Meet Ari,
your Support Lead.
Every ticket, DM and reply gets answered from your help docs, in minutes and in your tone. Refunds, hard cases and real bugs come to the right person. Nothing is made up.
01
No message waits overnight, wherever it lands.
Tickets, Instagram DMs, X replies, all in one queue. Ari answers each one in minutes, in your tone, and flags the ones that need a person instead of guessing.
Tuesday evening12 waiting10 answered, 2 for you · a refund and a bug. Both flagged, neither guessed at.02
Every answer comes from your help docs.
He quotes the doc, not his memory, and links it in the reply. If a doc is wrong, every answer is wrong the same way, which is one thing to fix, once.
Priya R. · ticket
Where do I find last month’s invoice? I need it for expenses today.
Help docs · Billing → Invoices
Invoices are generated on the 1st of each month. You can download any past invoice from Settings → Billing → Invoice history. Invoices include your VAT number if one is set.
Ari’s reply · 3 min laterSource: Billing → InvoicesHi Priya,
You can download any past invoice from Settings → Billing → Invoice history. August’s is there now, and it includes your VAT number.
Shout if it’s not showing.
03
When the docs don't say, he asks you.
Three questions he couldn’t answer wait for you on Friday. Your reply becomes a help-doc entry, so nobody has to ask twice and he never makes it up.
Three things the docs don’t cover. Told each customer I’d come back to them.Is SSO available on the Starter plan?
Asked by 3 people this week
Not on Starter. Team plan and up.Can invoices go to a different email than the account owner?
Asked by 2 people
Yes. Settings → Billing → Billing contact.Do you have a student discount?
Asked by 1 person
50% off with a .edu email. Ask support.04
Refunds over your limit come to you.
Under $100 he handles it on the spot. Over $100 the reply is drafted and waits for your OK, with the customer’s history next to it, so the decision takes ten seconds.
This week’s refundsYour limit: $10005
Bugs reach your engineers with the details.
When three people hit the same thing, he files one issue with the steps, the browser, and who’s affected, then tells each of them when it ships. Engineering gets a ticket, not a rumour.
Support · tonight
@arjunmehta · X
export is failing on Safari for me
Leah B. · ticket
CSV export just spins, Mac
@hollowoak · DM
can't download my data on iPad
Engineering · Linear
ISS-139
Webhook retries twice on timeout
ISS-142
3 customersCSV export hangs on Safari and iPadOS
- Steps: Settings → Export → CSV. Spinner never resolves.
- Safari 18.3, iPadOS 18. Chrome fine.
- Started after Tuesday’s deploy.
Filed by Ari · 6:58 pm
06
Friday, you know how fast you were.
First-reply time by day, what people asked most, and the one thing in the product that caused the most tickets. He points at it. Fixing it is your call.
First reply · this weekMonday was before Ari