Ask HN: Founders – how are you automating support?

1 jesper______ 3 5/22/2025, 3:32:53 PM

Hey all – I’m building a small SaaS tool and support is starting to creep in more and more.

I didn’t think too much about it at first – few users, few questions. But now it’s turning into a time-sink.

Some days it feels like I spend more time replying than building. What tools are you using? Which is the best one out there?

Comments (3)

addaon · 6h ago

Are you building a tool, or a company? If the latter, is the value proposition of the company the tool, or the support for the tool? It sounds like you might need to prioritize your customer's needs over your desire to play with technology.

throw03172019 · 6h ago

Are the support questions problems they have (bugs) or product (confusion)?

We have not automated fully but do take points of confusion and either change the UI or add help center documents.

Bugs or manual things we need to do, we always fix or attempt to automate the manual action we need to take.

maxwellg · 6h ago

Not a founder but our support org is a huge fan of Plain (plain.com) which has some AI features but is mostly a great way to manage both Slack and Email support in one place.

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Ask HN: Founders – how are you automating support?

Comments (3)