A Mac window setup for customer support
Tickets, the customer's account, the knowledge base and chat at once. A layout for support agents that keeps the conversation and the answer side by side.
Support work is conversation on one side, answers on the other. Keep the ticket or chat beside whatever you are looking up, never under it.
A layout to start from
| Column | Width | Holds |
|---|---|---|
| 1 | A third | Ticket or chat queue |
| 2 | Two thirds | The ticket you are answering |
| 3 | Half | Customer account or admin panel |
| 4 | Half | Knowledge base and saved replies |
Tips
- Use separate browser windows, not tabs, for tools you look at side by side.
- Keep saved replies in a text expander so they do not need a window.
- Jump between tools with ⌃ ⌥ 1 to 4 in ClutterFreeMac, by their place on the strip.
Save this as a layout and bring it back at the start of each shift from the menu bar.
Questions
How should a support agent arrange windows?
The conversation in one column and the tool you are checking beside it, with the knowledge base one step away.
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