Notes on bridging customer support and engineering. How-tos, lessons learned, and honest comparisons of the tools we work with every day.
The most expensive thing your support team does is escalate a ticket and then never hear back about it. Here's a concrete pattern for closing that loop — with the actual sync surface, the social conventions, and the failure modes to avoid.
Read the full post →Linear isn't just "Jira but prettier." The product opinions encoded in cycles, projects, and the lack of custom fields shape how teams escalate work from support — and required us to rethink parts of how Git-Zen integrates.
Read the full post →Patterns we see week after week from teams setting up Git-Zen for the first time — what breaks, what feels right but isn't, and the small configuration changes that turn a frustrating workflow into a quiet one.
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Git-Zen