Our Client Happiness Team Just Got a Major Upgrade 
We are so excited to share that our Client Happiness team has officially moved into our brand new help desk platform, and wow, it’s already making a huge difference! 
The new platform allows us to create better workflows, gives the team clearer visibility into your questions and previous similar conversations, and helps us identify areas where we can improve education and tutorials. The whole experience is leveling up and we cannot wait for you to feel it!
Here’s What You Need to Know
We’re Still Crushing Those Five-Minute Response Times 
For the past six months, we have consistently delivered initial replies in about five minutes during business hours 
And with the new help desk system, we’re keeping that streak alive. No waiting around wondering if anyone saw your message. Just real support from real humans who genuinely care about helping you succeed.
About Those Missing Replies 
Some of you recently mentioned not receiving our responses, or that we didn’t see your replies and assumed the ticket was resolved. That’s incredibly frustrating and we’re genuinely sorry for any confusion or delays that caused. Here’s the good news: since moving to the new help desk, we haven’t had a single confirmed case of messages failing to send or be received. Not one. If anything ever feels off or you think a message got lost, please let us know immediately. We want to investigate and make sure everything’s working the way it should.
We’re a Small Team With a Lot of Heart 
Let’s be honest about something. Client Happiness is a lean crew. Quick first replies are always our promise, but some issues need more time to really dig into. When something requires in-depth troubleshooting, reproduction, or a deep dive with our engineering team, it’s going to take longer than five minutes. And here’s the tricky part: sometimes it’s not immediately clear whether something is a bug or a setup issue. We might need to ask follow-up questions, reproduce what you’re seeing, or loop in our engineering team to investigate. We appreciate your patience while we roll up our sleeves and tackle the trickier stuff. We’re committed to getting it right, not just getting it done fast.
Why the Support Form Is Your Best Friend 
This is important, so we’re going to be super clear about it: please use the Adalo Support Form to get help. It’s not just our preference, it’s the fastest path to getting your questions answered. When you use the form, your ticket gets routed correctly and we get all the details we need to jump in and help you right away. That’s how we maintain those five-minute response times. 
Emails, on the other hand, skip all of our workflows and land in a low-priority queue. They slow everything down. If you want the fastest possible support, the form is absolutely the way to go. Every single time.
Thank You for Being Part of This 
This upgrade is already paying off in big ways and we’re so excited for you to experience the improvements! You’re at the heart of everything we do at Adalo, and we’re going to keep investing in tools and processes that help you build with confidence.
If you have any questions about the new help desk system, drop them below. We’re always here to help you bring your ideas to life! 
Jessi & The Adalo Team!
