Notes on running a small support team
Written by the people who build Mailslot and answer its support inbox.
October 21, 2026
Noor Haddad
How to set a first-reply target your team can keep
Most teams pick a round number like one hour and miss it by lunch. Start from last month's real reply times and set the target at the 80th percentile.
September 30, 2026
Noor Haddad
The “yours?” email: why forwarding breaks at five people
Two people can share a Gmail login. Five people can't, and the break shows up as double replies and messages nobody answered.
September 9, 2026
Imani Brooks
What to send at 9 pm: after-hours replies that don't promise too much
An after-hours reply has one job: tell the customer when a person will read their message. Three lines do it, and two common ones should go.
August 19, 2026
Teo Marchetti
What good handoff notes have in common, from 400 we read
We read 400 notes that agents left when passing a conversation to a coworker. The useful ones were short and answered the same three questions.
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