Jon O'Bryan’s Post

Today, we're excited to introduce ticket sorting to help you stay organized and productive. 🗂️ What’s new: - Sorting Options: You can sort tickets in your inboxes by ticket number, status, priority, created at, or last customer response time. - Secondary Sorting: When you sort by a field that can have non-unique values (e.g., status or priority), any tickets with the same values will have a secondary sort based on the last response time (in descending order). Stay on top of your workflow and keep your inbox neat and tidy with these new sorting options.

Today, we’re excited to announce that Dark Mode has officially landed in Atlas! Whether you're working late into the night or just prefer a sleek, dark interface, we’ve got you covered. What’s new: - Switch between light and dark mode or match your system theme. - Easily set your preference in Account > Settings or use the command palette (Cmd + K, then type “Theme”). Ready to make the switch? Try it out and let me know what you think!

Today, we're excited to introduce Two-Factor Authentication (2FA) to enhance the security of your Atlas account. 🔒 What’s new: - Enable 2FA: Go to Settings > Security and toggle the switch to Enable two-factor authentication. This will require 2FA for all members of your team. - Setup at Next Login: At your next login, you’ll be prompted to set up 2FA. - Use Your 2FA Key: Once enabled, you’ll be prompted to use your 2FA key when you log in. Security is a top priority, and enabling 2FA adds an extra layer of protection to your account. Enhance your account security today and enjoy peace of mind knowing your data is protected.

This week marks our Launch Week, during which we will be releasing a significant update to Atlas every day. For Day 1, we’re excited to introduce a faster and more efficient way to manage your tickets with our new snooze feature. What’s new: - Quick Snooze: Snooze tickets by simply typing in the time you want them to unsnooze. On a ticket, press “H” or use Cmd+K and type “Snooze.” - Natural Language Detection: Type in natural language, and we’ll detect your intended time (e.g., “Tomorrow at 3 PM,” “Next Monday,” “In 2 hours”). - Custom Date Selection: If you can’t find the date you’re looking for or prefer a visual interface, select “Custom” from the list and use the calendar input. Managing your tickets has never been this quick and intuitive. Give it a try and let us know what you think!

Obligatory "YC changed our trajectory" post. If you're thinking about applying, just send it. Wondering about whether or not it's a good idea is definitely not a good use of your time right now.

My guys... Founders journey to support enlightenment Step 1: Support is an annoying chore — if I make a good product, people will use it and won’t need my help. Step 2: K, my product is mostly broken. Some people use it, I don’t know why. Lots of people are churning. Step 3: How are people using my product? Cue: watch session recordings to see how they’re using it. Step 4: Start asking/pleading with customers for feedback via email. Mostly radio silence. Switch to a more natural channel (eg, Slack, WhatsApp, SMS) and talk to my customers where it feels effortless for them. Step 5: Realize this should be a feedback loop and every feature we ship needs to be tightly coupled with customer requests and usage. Support is now the GPS guiding my eng/prod/design team on which direction to build.

SaaS = software *and* a service. Customers buy products to get a job done. Your product is meant to do that job, but any gaps in the product’s capabilities (or your ability to explain how to use it) are expected to be filled by humans. This is fundamentally why you need customer support (and need to be as good at it as you are at product).

Stumbled upon this nice little easter egg in my own app today: click on an attached PDF and it opens up in a previewer in place. Nifty. 🤗

Another hot take: Remote work can work better than in-person. The caveat is that managers need to be really good at the role that they are managing remotely. The better you are at a job, the more nuanced your understanding of it is and the faster you will be to determine when someone needs course correction. If you're looking for a role that you have no idea how to do yourself, your best proxy for "are they doing a good job" is often "are they sitting in their seat long enough and not watching YouTube that I believe they're at least putting in the effort." In which case, in-person is the way to go. If you have a blanket policy on in-person or all remote, you're under-leveraging your team's potential.