Skip to main content


This topic if for general discussions. In other words, anything can be posted on this board as long as it is not against our community guidelines. As usual, remember to be respectful towards others and don’t post promotional material or advertisements.

2 questions
5 posts

Do you have questions about General?

Log in to ask questions about General publicly or anonymously.

Corinne Flanagan
Smartsheet Senior Manager of Training, Quality, & Operations

Case Ownership. What type of case ownership model do your support teams employ?

  • Individual - as in the first support team agent to touch the case owns it through the last response from the customer?
  • Team - same as above but a case team handles
  • None - the first agent answers the customer... (More)
Luna Searles
Customer Support Learning and Development Lead

Praise? When a customer DEMANDED to speak to my CEO because the support I provided was that stellar (dusts shoulders off). They then took to Facebook for more praise. It was a great feeling.

The worst was also on Facebook.... (More)

Introducing: Pins for Coaching 📌 🎉

No more scrambling for notes, you can save the scrambling for your morning eggs 🍳

You asked, and we listened! With our Pins for Coaching feature:
📌 add notes on any agent directly into Klaus
📌 pin specific conversations an... (More)