Maya Chen
Senior Editor, Help Desk Software
Maya has covered B2B support tooling for eight years, focusing on how growing teams choose and roll out help desk software without disrupting the support they already provide.
Published work
- GuideAI Customer Support Explained: How It Actually Works
A plain-language explanation of how AI customer support actually works — what it can resolve on its own, what still needs a human, and how pricing works.
- GuideCRM vs. Help Desk Software: What's the Difference?
CRM and help desk software both manage customer interactions, but they solve different problems. Here's how to tell which one you actually need.
- GuideHow Customer Support Software Helps Businesses
The concrete, measurable ways customer support software improves a business — beyond just 'organizing tickets.'
- Best ofBest Customer Support Software for SaaS Companies
Three customer support platforms built for how SaaS companies actually operate — in-app support, API-driven integrations, and product-led growth.
- Best ofBest Help Desk Software for Small Businesses in 2026
Three help desk platforms worth considering for a small business, with real pricing and what each one is actually best at.
- AlternativesZendesk Alternatives in 2026: Top Picks Compared
Looking for a Zendesk alternative? A comparison of the strongest options for teams that want similar core functionality at a different price or complexity level.
- ReviewFreshdesk Review 2026: Complete Help Desk Software Review
An independent review of Freshdesk's help desk platform — pricing tiers, what's included, and who it's the right fit for.
- ReviewZendesk Review 2026: Features, Pricing, Pros, and Cons
An independent look at Zendesk's support platform — what's actually included at each pricing tier, who it fits, and where it falls short.
- GuideHelp Desk Metrics That Actually Matter
Ticket volume looks impressive on a dashboard, but it rarely tells you if support is working. Here are the help desk metrics worth tracking — and why.
- GuideOmnichannel Support: What It Means for Help Desk Software
Omnichannel support means more than adding channels — it means a single ticket record follows the customer across email, chat, and social. Here's how it works.
- GuideHelp Desk SLAs: How to Set and Measure Them
How to set realistic service-level agreements for a help desk team, choose the right metrics, and avoid SLA targets that quietly punish good agents.
- GuideHow to Choose Help Desk Software for a Growing Support Team
A step-by-step framework for choosing help desk software as your support team scales past the point where email and spreadsheets still work.
- GuideShared Inbox vs. Help Desk Software: What's the Difference?
Shared inboxes and help desk software both organize team email, but they solve different problems. Here's how to tell which one your team needs.
- GuideHelp Desk Software Buying Guide: Key Features to Evaluate
A practical checklist for evaluating help desk software, from ticket routing and SLAs to reporting, integrations, and total cost of ownership.
- GuideWhat Is Help Desk Software? A Complete Guide
A plain-language guide to what help desk software actually does, who uses it, and how it differs from a shared inbox or a basic ticketing tool.