After a short [solo] retreat in Frankfurt, we're stepping on the gas and shipping a bunch of updates to Ferndesk (German beer is amazing btw).

Here are the highlights:

• 🍱 Improved recommendations - Fern now creates fewer, smarter recommendations

• 📊 Rich support insights - Get a birds-eye view of what's happening in your support inbox

• 🌿 Task improvements - Fewer hallucinations, TONS of bug fixes

Open Ferndesk

Customer spotlight: Cap.so

Cap is the open-source alternative to Loom. It's a fast, lightweight, privacy-first screen recorder for teams and creators with one-click recordings, secure sharing, the ability to store your data in your own S3 bucket, and a Pro tier that layers on AI niceties.

In this week's case-study, Richie McIlroy shares how he went from zero docs to 20 articles in minutes with Ferndesk.

Read the case-study

Improved recommendations

In the past, Fern would generate recommendations for almost every customer request in your inbox.

For companies receiving a few dozen tickets per month, this format worked really well.

But for companies getting thousands, and even tens of thousands of customer requests per month, Fern would generate hundreds of recommendations for you to review.

This was unworkable. There needed to be a way to surface the changes with the greatest ROI.

So we've updated Fern to prioritize recommendations based on:

• volume: how many similar cases

• time to resolution: how long did it take to resolve the customer's issue

• ease of implementation: how much effort will it take Fern to draft an update

• and many other factors

The quality of recommendations is also much higher.

Fern now understands which tickets are relevant to your company VS which tickets are spam, marketing content etc. You will also notice a lot fewer duplicate recommendations.

Recommendation summaries are also terser, and easier to scan.

Try new recommendations now by creating an audit.

Create an audit

Rich Support Insights

In audits, Fern now does much more than tell you common customer requests. Now Fern can show you:

• Common requests by category (bug reports, questions, feedback etc)

• Common requests by feature/product area (billing, account questions, etc)

• Average time to resolution

• Escalation rate. etc

Also, by clicking on any of the cards in the audit you can browse customer requests matching the card's criteria with a summary for each request.

For example, you can get a birds-eye view of all bug reports related to CSV imports, and ask Fern to generate a troubleshooting guide for them.

Try it now by creating a new audit!

Create an audit

Task improvements

• Fern now hallucinates much less during tasks, and finds relevant content more reliably

• Summaries in tasks are now less verbose, and formatting has been improved dramatically

• Codebase research is now slightly faster, with greater accuracy

Have feedback for tasks? I'd love to hear your thoughts.

Talk to Wilson