Any company that sells a software product with direct end users and wishes to scale to any significant size will eventually need a dedicated support team. If this support team is going to successfully support the people using the software, they’ll need some form of a support user interface (UI).
Their ability to support the software efficiently to a high standard will often depend on the quality of the support UI that is provided to them. In this post, I’ll be giving a guide as to how these interfaces should work, the functionality that should be included, and the improvements that can be made as the product and user base grows.