HelpSpot Blog

Most of the customer support we do these days takes place through email. While email has many amazing traits, properly conveying meanings and emotions is certainly not one of them.

Categories are the basic building blocks used to organize your help desk. Choosing the wrong categorization strategy will have repercussions throughout your help desk, from inefficiencies in assigning requests to inability to accurately report on the types of requests you’re receiving.

Take a deep breath and repeat after me. “Everyone makes mistakes. My customers will make mistakes. I will make mistakes. And that's okay.” Doesn't it feel better to just say that?