- First, the support team at Dropbox builds its own internal tools to streamline ticket-squashing and runs its own analytics to measure and analyze trends in support. One tool that blends both of these aspects is Firebat, which examines the frequency of certain responses we've been giving and allows us to nip those issues in the bud.
- Because of a similar technical background across the board, working out solutions for a problem is often as easy as walking over and chatting with the engineer behind the feature.
- Feature requests encountered in tickets are easily translated into working features that you all know and love: the edu campaign, selective sync, iPhone app features, and much more.
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