We’re building a SaaS product and starting to hit a point where internal support is becoming harder to scale. Right now it’s mostly email + live chat, but as usage grows we’re seeing more repetitive tickets and longer response times. I’m trying to figure out how teams here handle support architecture once it goes beyond a small internal team.Specifically interested in how you structure it technically — integrations, routing logic, knowledge base sync, etc.
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We hit a similar stage and found that outsourcing works best when the provider is treated as an extension of your support stack, not just extra agents. A shared knowledge base, clear ticket-routing rules, and tight integrations with your CRM/help desk are critical.
We also kept Tier 1 outsourced while retaining complex technical issues in-house. Curious what ticket volume you’re handling today and which support platform you’re using?
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