Maya Chen
Senior Editor, Customer Support Software
Maya has covered B2B support tooling for eight years, focusing on how growing teams choose and roll out help desk and ticketing platforms without disrupting the support they already provide.
Published work
- GuideHelp Desk Metrics That Actually Matter
Ticket volume looks impressive on a dashboard, but it rarely tells you if support is working. Here are the help desk metrics worth tracking — and why.
- GuideOmnichannel Support: What It Means for Help Desk Software
Omnichannel support means more than adding channels — it means a single ticket record follows the customer across email, chat, and social. Here's how it works.
- GuideHelp Desk SLAs: How to Set and Measure Them
How to set realistic service-level agreements for a help desk team, choose the right metrics, and avoid SLA targets that quietly punish good agents.
- GuideTicket Prioritization Frameworks for Support Teams
Not every ticket deserves the same urgency. Here are practical frameworks for prioritizing support tickets so agents work on what matters most.
- GuideHow to Choose Help Desk Software for a Growing Support Team
A step-by-step framework for choosing help desk software as your support team scales past the point where email and spreadsheets still work.
- GuideHow to Set Up an Effective Ticket Escalation Workflow
A ticket escalation workflow moves urgent or stuck issues to the right person automatically. Here's how to design one that doesn't just add noise.
- GuideShared Inbox vs. Help Desk Software: What's the Difference?
Shared inboxes and help desk software both organize team email, but they solve different problems. Here's how to tell which one your team needs.
- GuideTicketing System vs. Help Desk Software: What's the Difference?
The terms are often used interchangeably, but ticketing systems and help desk software aren't quite the same thing. Here's how to tell them apart.
- GuideHelp Desk Software Buying Guide: Key Features to Evaluate
A practical checklist for evaluating help desk software, from ticket routing and SLAs to reporting, integrations, and total cost of ownership.
- GuideWhat Is a Ticketing System? A Beginner's Guide
A ticketing system turns incoming requests into trackable records. Here's how ticketing systems work, who uses them, and what to look for in one.
- GuideWhat Is Help Desk Software? A Complete Guide
A plain-language guide to what help desk software actually does, who uses it, and how it differs from a shared inbox or a basic ticketing tool.