Reversing The Trend: Support and Mediation Win as a Team
ID: f0b9bb08-4e59-5860-8fbc-a529eacf93e5
STIX ID: report--f0b9bb08-4e59-5860-8fbc-a529eacf93e5
Feed Name: HackerOne Blog
Executive summary: HackerOne’s Support and Mediation (SaM) team improved first-response rates dramatically after a ticketing-platform transition by implementing knowledge-base articles and canned responses, reorganizing into a global-tiered staffing model and hiring additional agents, and instituting collaborative backlog sessions; these efforts increased consistent target achievement from around 52% to over 95% since September 2023.
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