Customer Support Metrics That Matter: FRT & Resolution Time
The five customer support metrics a small team needs: formulas for first response time and resolution time, why medians beat averages, and how to set SLAs.
Recent articles
Zendesk Pricing (2026): What a 3–10 Agent Team Actually Pays
Zendesk pricing starts at $19 per agent, but the real bill adds per-seat add-ons and AI resolution fees. What 3, 5, and 10 agent teams pay on each plan.
Public Roadmap Examples (2026) + a Product Roadmap Template
Five public roadmap examples checked in October 2026, a Now/Next/Later product roadmap template, a Notion setup, and what to keep off a public roadmap.
AI Support Chatbot Pricing: Intercom, Zendesk, Lenit (2026)
An AI support chatbot costs your plan fee plus AI usage. How Intercom, Zendesk, Freshdesk, Crisp, Tidio and Lenit bill AI, and what a 1,000-chat team pays.
How Much Do AI Chatbots Reduce Support Tickets? (2026)
AI chatbots typically close 30–70% of support conversations without a human. What resolution rate really means and how to estimate your team's drop.
The Best Featurebase Alternative in 2026
Featurebase and Lenit ship nearly the same features. The real differences are per-seat billing versus flat pricing, and who keeps the board alive.
7 Best Crisp Alternatives for SaaS Teams (2026)
Crisp has no place for "can you build X?": no feedback board, votes, or changelog. 7 alternatives compared on that loop, seat cliffs, and AI cost.
Channel Talk Alternative (2026) for SaaS Startups
Channel Talk is built for e-commerce and bills on seats, customers and AI use. How Lenit compares for SaaS teams: chat, feedback board, docs and one flat price.
Top 5 UserJot Alternatives in 2026
Five UserJot alternatives compared — Lenit, Canny, Featurebase, Frill and Nolt — on pricing, automation scope and data portability, and which teams each fits.
What Is Notion Ship OS? (2026)
Notion Ship OS (July 2026) is an agent setup, not a new product. Its five stages from Triage to Ship, which teams it fits, and where customer feedback comes in.