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Modeling the Support System in HASH | Customers, Etc

Modeling the Support System in HASH | Customers, Etc
By Ben McCormack • Issue #49 • View online
This is the 3rd post in a series on support systems, which began with Your First Support Model. Last week’s post was about Modeling the Support System.

When we drew a basic support system last week, we started to visualize what the system looks like with its stock of support tickets, flow of agents solving tickets, and the balancing feedback loop that constantly tries to keep the stock of tickets at “inbox zero”. This week I’m going to introduce a new tool called HASH, which can help us simulate what we’re starting to visualize.
Photo by Alina Grubnyak on Unsplash
Photo by Alina Grubnyak on Unsplash
Modeling a Support System in HASH
Here’s a ten minute video that introduces HASH and how to simulate the basic support model we looked at last week:
First Support Model Demo Using
First Support Model Demo Using
Sorry the audio quality is poor—I’ll fix that in future videos. As I mention in the video, I’m barely scratching the surface of what HASH can do. The main point of the simulation is to show that the support system is dynamic, which more closely matches what we experience in the real world than a static spreadsheet.
In coming weeks, assuming I can come up to speed with HASH, I want to start modeling more complex behaviors in our support system so that we can see how it behaves.
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Ben McCormack

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