KB Article

More in Customer support

• Ponytail HelpProvides quick reference for ponytail modes, skills, and commands.
• Draft ResponseDrafts professional customer-facing responses.
• Ticket TriageSorts incoming support messages into ranked, routed queues.
• Customer EscalationPackages an escalation with full context for engineering, product, or leadership.
• Accrual ScheduleBuilds the month-end accrual schedule with calculations, support, and draft entries.
• GTM Enterprise OnboardingFour-phase framework for onboarding enterprise customers from contract to value.
• Support RepliesWrites customer support replies with honest product limitations.
• Implementing Vulnerability Remediation SLADesigns vulnerability remediation SLA with asset tiering.