If you're reading this, you're likely already a support professional. You've used various help desks and suites of tools to support customers, and you don't need us to explain to you the best way to do your job, you mostly need us to explain how Yetto helps you do the things you're used to doing and what Yetto calls those things.
If that's you, you might be better served by jumping immediately to the Concepts doc.
Having said that, Yetto is designed by folks who have been doing Support work at major companies for a combined 20+ years. As a result, Yetto is our love letter to support professionals and made to maximize their joy.
"Yetto flow" is the flow state we've built Yetto to enable based on our years of experience across the industry, and we think support work is more enjoyable, effective, collaborative, and impactful when support work reflects this flow.
We don't think we're reinventing the wheel here, in fact everything we're about to talk about will likely feel intuitive to you. All we've done is use this flow to guide how we design the tool and what we focus on.
With that in mind, let's walk you through it.
1 - Do a health check
The very first thing you should do is try to get an idea of how the inbox is that day. This is likely something you already do at the beginning and end of your day, Yetto just makes it easier to see at a glance.
Log into Yetto, navigate to the inbox that you and/or your team work every day, and you'll be presented with a collection of metrics that give you a quick sense of how the inbox is doing and where any emerging problems might be.
In our experience, these lists will look more or less the same day to day, but when something is out of the ordinary here it's something you want to look into fast.
If you happen to notice that things look odd and want to investigate, clicking on any label within "Most Active Labels" will take you to a view right away, and you can skip straight to step 3 of Yetto flow.
We strongly believe that leaderboards are inherently harmful in support. Support systems that incentivise and focus on comparing the raw number of replies that each support professional sends in a given day mostly accomplishes the destruction of any team work and comradere that exists on your support team.
Having said that, there's a collection of metrics that folks usually need to provide context to their work, and we want to make it easy for folks to see those for themselves. That's where "My Stats" comes in.
Finally, and most importantly, you have "Inbox Stats". These are the most important numbers in understanding the performance of the inbox, and therefore the kind of day it is today.
As support professionals know, a sudden spike in incoming conversations from customers usually means something is wrong, this will help you see it fast and take action.
Now that you've got an understanding of the health of your inbox, we can start helping customers.
2 - Create a view
Task switching (sometimes called "Multi-Tasking") in Support makes it really hard to enter a flow state. If you're jumping between helping customers with "Password reset" conversations that only require a canned response and highly complex bug investigations, it's hard to build momentum and move through a queue efficiently.
To solve for this, we think that the best place to start is to create an ad-hoc view that enables you to stay focused on specific kinds of conversations.
Navigate to the Conversations tab for the Inbox, and then -- based on the health check you did in step 1 -- add some filters to limit your focus. Then sort the view by either oldest or newest, depending on the focus your team needs from you at that moment.
3 - Start at the top
Now that you've created a view for yourself, click on the first conversation and get started!
Navigating to that conversation, you'll find that everything about the view you created is still there on the left, making it easy to move conversation by conversation through the view.
4 - Move the work forward
After reading up on the conversation and gaining context, try to move the conversation forward any way you can.
This doesn't have to be a public reply to the customer! Because Yetto connects the rest of your systems with Plugs and enables you to automate the boring stuff with Switches, you can make an impact by:
- Looping in another team via an internal message
- Applying/removing labels to make sure the conversation is categorized correctly and any Switches listening for specific labels take action.
- Assigning the conversation to one or more people to make sure the conversation is seen by the right folks faster.
- Dropping an internal comment with any research you've done so that the next person doesn't have to redo the work.
Do whatever you can and then move on.
5 - Work your way down
Once you've done all you can, click on the next conversation in the left hand sidebar.
All that's left once you've done that is to repeat step 4 and 5 until you've made it to the bottom of that view.