The Draftly blog
Writing about the part of support nobody automates away: reading a thread properly, working out what has already been promised, and deciding what to say next. Some of it is about tooling. None of it is about time saved, because we have not measured yours.
6 min read
An honest comparison of three places support actually happens: what a shared Gmail inbox is genuinely good at, what Jira Service Management and Intercom each add, and the six signals that tell you a mailbox has stopped coping.
helpdesk · jira service management · intercom · gmail · tooling
6 min read
Five hard limits to hold any AI support tool to: no autosend, no leaking internal notes, no inventing dates or policies, no training on customer conversations, and no bluffing. Plus two tests you can run on a trial account.
ai · trust · support workflow · evaluation
7 min read
A working method for answering a customer in a language you cannot read: how to pick the right language and register, the four things machine translation reliably gets wrong, and the checks to run before you press send.
translation · support workflow · multilingual support