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How one support team cut first replies to 20 minutes

Jul 1, 2026 · Elena Mensah · 6 min read

Routing rules, saved replies and a shared queue took their first response time from four hours to twenty minutes in six weeks.

Edit docs, comment on tasks and see teammates' cursors live, without sending files around. Give admins, members and guests exactly the permissions they need, set per project.

It scaled from five people to eighty without us changing a thing.

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