Ji4The Ji4 blog
Notes on customer support for engineering teams, the Linear workflow, comparisons, and building support that closes the loop with engineering.
SaaS customer support best practices when engineers answer the tickets
Concrete practices for running SaaS support with an engineering-led team: rotation, disposition discipline, automatic status sync, and what to measure.
SaaSSupport7 min readWhat is SaaS customer support? The playbook for teams without a support org
A practical definition of SaaS customer support, the metrics that actually matter, and how an engineering-led team runs it without a dedicated support org.
SaaSSupport6 min readThe best Linear integrations for customer support workflows
A curated look at the Linear integrations that actually matter for support work: what each one does, what it doesn't, and where issues come from.
LinearIntegrations6 min readGmail shared inbox: what Google Workspace gives you free, and where it breaks
What Gmail delegation and a Google Groups Collaborative Inbox actually give a team for free, and the point at which both stop being enough.
Google WorkspaceHow-to7 min readZendesk pricing explained: what it actually costs a small SaaS team
How Zendesk actually prices Suite: per agent per month, the annual versus monthly billing gap, and the extra costs that catch small teams off guard.
ComparisonPricing6 min readHow to set up a shared inbox in Outlook, and when your team outgrows it
Step-by-step instructions for adding a shared mailbox in new Outlook, classic Outlook, and the Microsoft 365 admin center, plus where it stops being enough.
OutlookHow-to7 min readShared inbox vs distribution list: which one your team actually needs
Distribution lists forward copies with no shared state. Shared inboxes add ownership, assignment, and history. Here's how to tell which one your team needs.
ComparisonWorkflow5 min readHow to turn support tickets into Linear issues
A practical look at closing the loop between customer support and engineering, turning tickets into Linear issues and syncing status back to the customer.
LinearWorkflow5 min readZendesk vs a Linear-native help desk: what actually changes
Zendesk is a capable enterprise help desk. Here's what changes for an engineering team when the help desk is built around Linear instead.
ComparisonHelp desk6 min readClosing the loop: why customers churn while the bug is being fixed
Customers churn over bugs that are already being fixed, because no one told them. Here's how to close the loop between support and engineering so status flows back automatically.
SaaSSupport5 min read
Looking for a deeper reference? See our Linear guides.