Our first reply time went from most of a day to under an hour, and we didn’t hire anyone.

Engineers see the customer’s whole history right in the ticket, so the back-and-forth mostly stopped.

I write an answer once, save it, and reuse it. It still reads like I wrote it for that person.

The weekly report shows what people keep asking about. Three of those became docs pages.

Moving over from Zendesk took a weekend, and we kept every past conversation.

For the first year I answered every ticket myself. Carrel is what made that manageable.