Support Blog Posts From API Evangelist

These are the blog items I've written over the last decade when it comes to my Support resarch, providing the short form of my research across the API industry.


You can find all of the blog posts I have written over at the main API Evangelist site, these are mean to just be for providing easy access to what I've written when it comes to Support.

Curated Support News

These are the news items that I have curated during the monitoring of the API space that have some relevance to the Support conversation and I wanted to include in my research. I am using all of these links to better understand how the space is defining not just their APIs, but their schema, and other moving parts of their API operations.

Signal is finally bringing its secure messaging to the masses (02-16-2020)
CouchDB REST API for Document CRUD Operations Examples With Postman (01-15-2020)
Put your archive data on ice with new storage offering (01-08-2020)
JetBrains reveals 2020 IntelliJ IDEA roadmap (12-20-2019)
Use your IoT data to create a better customer experience (12-19-2019)
Email APIs Which One is Right for You? (12-19-2019)
Choosing an API (12-08-2019)
Migrate Data Between Databases With One Job Using the Dynamic Schema (11-28-2019)
Mark Zuckerberg still won't ban 'political' ads from Facebook (10-30-2019)
Use Twilio to Communicate from Your App (09-12-2019)
The future of tracing is open (09-11-2019)
New homepage and improved collaboration features for AI Hub (09-05-2019)
The Importance of Comments for Maintainable Code (09-05-2019)
How to sell pay per use SaaS to AWS customers in the AWS Marketplace (09-04-2019)
Structured Data Files v5 now available in the DoubleClick Bid Manager API (09-03-2019)
Why a 100 (09-01-2019)
Forms Are Hard (08-29-2019)
Chatting with Watson to Hook any Tweets: Webhook Tutorial (08-29-2019)
New Botnet Targets Android Set (08-28-2019)
How to Use Keywords in Your Blogging Strategy (08-27-2019)
The Basics of Fetch API (08-25-2019)
WHAT ARE APIs & WHY DO WE NEED THEM? (08-25-2019)
The risks of amoral AI (08-25-2019)
Partner Perspective: We Are Listening (08-23-2019)
Google moves closer to letting Chrome web apps edit your files despite warning it could be 'abused in terrible ways' (08-23-2019)
Crackdown on Fake LinkedIn Profiles (08-22-2019)
Got microservices? Service mesh management might not be enough (08-22-2019)
StormCrawler open source web crawler strengthened by Elasticsearch, Kibana (08-22-2019)
Porsche invests in low visibility sensor startup TriEye (08-21-2019)
SLA Best Practices for ITIL, Help Desk & Service Desk (08-19-2019)
Persistence in Event Driven Architectures (08-19-2019)
Integrating Slack into your Laravel API (08-18-2019)
TensorFlow 2.0: Dynamic, Readable, and Highly Extended (08-14-2019)
Major Impediments to Continuous Testing (08-14-2019)
Canary deployments with Consul Service Mesh (08-13-2019)
WebSSL (08-12-2019)
How Workarounds Reveal the True Needs of Your API Consumers (08-01-2019)
The benefits of owning your support community (06-24-2019)
How we enforce case tagging using Intercoms API and Webhooks (01-27-2019)
PagerDuty Open Sources Its Incident Response Best Practices (01-14-2019)
How Chat API boosts the Engagement and Retention of Users (01-04-2019)
How Periscope Approaches Customer Support (12-19-2018)
Chat support models: shared vs dedicated (12-19-2018)
Content Cues: for agile and collaborative help content (12-05-2018)
The 100 answer challenge: How our support team helped train Answer Bot (11-26-2018)
Release Notes: Chat Notification + Beacon API Updates (11-12-2018)
The Basics of the VA API Feedback Loop (09-21-2018)
Tips for a Compelling Chatbot Customer Experience (09-03-2018)
Dos and Donts of Designing Chatbot Conversations (08-29-2018)
Help for Terraform Provider Developers (08-27-2018)
Code n00b: How to Answer Stack Overflow Questions Without Being a Jerk (08-17-2018)
Amio.io Webhooks (08-01-2018)
A Guide to Building a Kickass Knowledge Base (08-01-2018)
Whats the Difference Between Customer Support and Customer Success? (07-24-2018)
Improving our account management policies to better support customers (07-18-2018)
Announcing new options for SQL Server 2008 and Windows Server 2008 End of Support (07-12-2018)
New Zendesk research: how to go omnichannel (07-12-2018)
AWS Support The First Decade (04-20-2018)
Moving Historical Helpdesk Data to Freshdesk Shouldnt be a Nightmare (04-16-2018)
Introducing Guide Enterprise (04-03-2018)
Automation idea for intercom events (03-24-2018)
The Definition of Customer Service in 2018 (03-21-2018)
Google now previews Stack Overflow answers directly in Search (03-12-2018)
Real (02-22-2018)
Mozillas Secret Sauce to Customer Success Lies in Community (02-18-2018)
Time to build a support operations team (02-15-2018)
A beginners guide to exporting Intercom conversations with the Conversations API (02-08-2018)
Scammers guide callers to fake tech support using a Chrome API exploit (02-08-2018)
Using Intercoms APIs to tag every conversation before a ticket is closed (01-14-2018)
Bot + Human Hybrid: The New Era of Customer Support (12-22-2017)
Developing a Habit of Proactive Customer Service (12-20-2017)
API Hospitality is a DevEx value (12-19-2017)
Did somebody say new integrations? (11-29-2017)
An Introduction to Using API for Customer Support Magic (11-28-2017)
What It Means To Have A Full Spectrum API (11-28-2017)
Introducing team discussions (11-20-2017)
5 Reasons Why Customers Swear by Support Services (11-20-2017)
Uber is testing 24/7 hotline support for its most frequent riders (11-09-2017)
Uber now has a super secret customer support club (11-08-2017)
What if language wasnt a barrier for customer support? (11-08-2017)
Tips from GitHub, Vol 1: Customer Service is King (11-07-2017)
Raising the bar as a customer support leader (11-07-2017)
What were learning from Answer Bot (11-06-2017)
Meet Sophie: the Scholar of Support Engineering (11-03-2017)
An integration investigation (10-31-2017)
Support beyond tickets (10-31-2017)
Grading the Customer Service of Cryptoexchanges on the Bitcoin Gold Hard Fork. (10-24-2017)
How to: Send HTML emails with the Intercom Conversations API (10-20-2017)
Important: Changes to Events data in the Intercom API (10-16-2017)
Geckoboard conquers global support with data (10-09-2017)
Delivering Amazing Customer Service While Drinking Through a Fire Hose (10-04-2017)
How Zendesk customers benefit from self (10-02-2017)
Stack2Slack: a Slack bot written in Go to monitor StackOverflow tags (10-02-2017)
New additions to the Apps Marketplace (09-28-2017)
How Do I Build Support? How Do I Build an API Strategy Team? (09-27-2017)
Intercom Extension for TeamSQL (09-22-2017)
The Truth About AI in Customer Service (09-20-2017)
Improved developer reporting: Integration Health page updates (09-14-2017)
Your Trusted Cloud Advisor: the Rackspace Dedicated Architect (09-13-2017)
Why chatbots wont necessarily replace humans (09-11-2017)
Shaving down ticket volume with Answer Bot (09-07-2017)
The ROI of empowered agents (09-06-2017)
Most frequent how (09-04-2017)
What messaging means for the future of customer care (09-01-2017)
Operation integration (08-31-2017)
Rackspace to Deliver Fanatical Support for VMware Cloud on AWS (08-28-2017)
Sales and support: acquiring customers (08-23-2017)
Answer Bot by Zendesk Machine learning designed for customer service (08-16-2017)
Share your feedback about the AdWords API (08-16-2017)
The Future of Customer Service and AI (08-15-2017)
Integrating Service Tickets to Elevate IT Operations (08-10-2017)
Monitor Stack Overflow activity directly into Slack (08-10-2017)
Outsourcing Support the Right Way (08-09-2017)
The science behind satisfaction prediction (08-09-2017)
Announcing Operator: the bot for better customer experiences (08-09-2017)
Operator by Intercom The bot for better customer experiences (08-09-2017)
Be a better listener (08-07-2017)
Shiny new things in the Intercom Conversations API (08-04-2017)
Chatbots for business: a new support standard (08-03-2017)
How to get customer feedback: 3 methods (08-02-2017)
Scaling real (08-01-2017)
Office Hours (08-01-2017)
Fanatical Support for AWS A Mid (08-01-2017)
Rackspace Interns Take Fanatical Support to the Assistance League (07-31-2017)
Why Feedback Loops? (07-30-2017)
Increase useful live chat requests on your website (07-27-2017)
Customer Feedback Portal 2.0 Ask customers what you should build next (07-27-2017)
Making it easier to grow communities on GitHub (07-25-2017)
Nordea deploys AI to speed up customer service (07-25-2017)
Design Your Knowledge Base Like a Product (07-24-2017)
How will artificial intelligence assist customer service agents? (07-21-2017)
SUPPORT file support (07-20-2017)
Knowledge management is powerand empowering (07-19-2017)
Its Time to Rethink the Value of Support (07-19-2017)
Managing large numbers of GitHub notifications (07-18-2017)
I Answered 99 Stack Overflow Questions and Now 2 Million Developers Know About My Product (07-14-2017)
Why we use Intercom in Bounty? How we used Intercom API to cut Intercom expenses. (07-14-2017)
Insights From the Stack Overflow 2017 Developer Survey (07-14-2017)
Introducing Zapier Issues: Your Product Development Partner (07-11-2017)
AI and Customer Service: Now (07-11-2017)
Making it easier to integrate with Intercom (07-11-2017)
The consequences of bad customer service (07-10-2017)
Rackspace Launches Fanatical Support for Microsoft Azure Stack (07-10-2017)
Help Desk Tip: Speed Up Support with Simple Automations (07-09-2017)
5 best practices for designing a knowledge base (07-06-2017)
Improving Customer Service with Amazon Connect and Amazon Lex (06-30-2017)
5 Benefits of Integrating HubSpot + Help Scout (06-29-2017)
New on Hitch: Your API profile, customized! (06-28-2017)
Building an API Support System (06-24-2017)
FTC Releases Alert on Tech (06-23-2017)
FAQ (06-23-2017)
Microsoft Enlists AI in Fight Against Tech Support Scams (06-23-2017)
Receiving Feedback Like A Pro (06-22-2017)
Machine learning: a new potential in customer service (06-22-2017)
How video can enhance self (06-21-2017)
A Guide to Supporting Non (06-20-2017)
Maximize customer service training (06-19-2017)
Introducing the Triad: Pillars of Fanatical Support (06-15-2017)
The Supportive: You Dont Need a Help Desk (06-14-2017)
Let customers choose your business hours (06-13-2017)
How to identify what you want from your online helpdesk (06-13-2017)
How to implement a scalable support strategy for your API (06-12-2017)
Reconsidering the customer experience (06-08-2017)
HERE Launches Community Feedback Developer Tools (06-08-2017)
Raise your ticket deflection ratio with smart self (06-07-2017)
Keeping your word: the support SLA (06-05-2017)
QA for the Web : Assertible (06-02-2017)
Customer Service Terms Everyone Should Know (06-02-2017)
The low (05-30-2017)
Choosing Customer Service Metrics for your Company (05-30-2017)
Introducing temporary interaction limits (05-30-2017)
Taking the long view: agent life cycle (05-29-2017)
How Freshdesk uses Freshdesk (05-29-2017)
Discourse (05-27-2017)
Support automation: the next thing youll need to think about to scale your API (05-27-2017)
Instagram is just now offering support for sending links in direct messages (05-25-2017)
A bulletproof guide to improve your onboarding (05-25-2017)
Did You Know We Have A Knowledge Base? (05-23-2017)
Ticket deflection: the currency of self (05-22-2017)
Creating a customer service definition (05-22-2017)
Introducing the Freshdesk Academy (05-22-2017)
Open GitHub issues when API tests fail using Zapier : Assertible (05-15-2017)
Improving the customer experience (05-15-2017)
The Future of Customer Support (05-10-2017)

These are curated as part of my daily work to understand what is happening across the space, and I regularly use them to track on what has occurred overtime, and include them in my guides, whitepapers, and other outputs.

Featured Support Companies and Organizations

These are the organizations I come across in my research who are doing interesting things in the API space. They could be companies, institutions, government agencies, or any other type of organizational entity. My goal is to aggregate so I can stay in tune with what they are up to and how it impacts the API space.

Other Support Companies and Organizations

These are additional companies who have APIs, but do not have as much detaila nd resources available to rank with the others.

Industry Tag Cloud

This set of tags represent this industry, pulled from the website and marketing materials available for each of the companies listed.

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systemsautomation process controlautomation process control systemautomation projectautomotiveAutomountAYbacklightBangladeshBarlow, John PerryBaseBasilisk IIBatchbatch applicationsBatteryBattleBotsBBCBBC BASICbbclubBBCodebeboxBefungeBelgiumBenchmarksberry-blackberryclubbespokeBingBiometricsBistroBittorrentblack berryblack-berryBlackberryblackberry helpblackberry newsblackberryclubblackberryforumblackberryforumsblazinblazin techblazingBlitzBasicblock cookiesblockfileblockfilesBlocklistblocklistsBlueboldBooksBoostBorderBorland JBuilderBot ServicesBotsBoxBoycott, LawsuitsBrandingBricklin, DanielBritish ColumbiaBroadbandBroadcastbroadcast+chatBrowser Basedbrowser controlBSDBSPBugBugsBugzillaBUILD EngineBuild Management Systemsbuilding product suppliersBundlesburstburstcopyBusinessBuyBuy-SideBy ContextBy LocationBy Topicbzip2C and C++C++CableCable ModemCachingCalculatorscalendarCalendarsCaliforniaCamlCanadaCardCard GamescareerCareersCasesCasioCassiopeiaCatsCDcd-romCD/DVD-Online ServiceCDMCECE .NETCE 1.0CE 2.0CE 2.0 windows ceCE 3.0CE 4.0CE 4.1CE 4.2CE 5.0CE 6.0CE 7.0CelebritycesficCGICharacter EncodingChatchat+broadcastchat+flashchat+videochat+webcamChats and ForumsCheats and Hintscheckpointcheckpoint restartChicagoChicoChris WesternChristmasCickaCIFSCinemaCisco IOSCitrixcity of gatesville txClassesClient/ServerclioCloakingClocks and TimersClosed SourceCloudclubClubsCMScobaltCocoaCollectionsColor PickersColoradocolorForthCommerceCommercialCommercial ProductsCommercial Products and ServicesCommercial ServicesCommercial VendorsCommodoreCommsCommunicationCommunicationsCommunications and Networkingcommunications programmablecompact flashCompactFlashCompaniescompanionCompilersComponentComponentsCompressionComputerconcurrencyConduitsConferencesConfigConfigsConfigurationConfiguration ManagementConnectConnecticutConnectorConnectorsConstructionConstruction CRMconsultancyConsultantsConsultants and DevelopersConsultingConsumer OpinionsConsumersContent FilteringContent ManagementContractcontractorsContributionsControlcontrol systemcontrol system runningcontrol system running efficientlycontrol systemscontrolsConversionConverterscookie blockingCookiescopperas CoveCopyCorporateCorporationCosta RicaCouncilCounters and TrackersCourseCoursesCoverCPUcrashCrayCreativityCreoleCriticismCRMCRM Software UKCryptographyCrystal SpacecshCSoundCTICueCatCUrlCurrentCursor TrailsCurveCustomCustomercustomer relationship managementCustomer ServiceCustomer Supportcustomer+serviceCVSCVSupCyberspaceCybikoCybotCyprusCzech RepublicD3DANEDarwinDataData ManagementData MiningData RecoveryData StructuredDatabaseDatabasesDataCADDataPerfectDB2db2 threaddb2 thread managementDcDealsDebianDeclarativedegreedegreesDelawareDeleteDeletionDellDemo versionDemosceneDenmarkDePaulDePaul CDMDePaul CTIDerivativesDesign ToolsDesktopDesktop and SystemDesktop LinuxDesktop ThemesDesktopsDeveloperDevelopersDevelopmentDevelopment ToolsdeviceDevopsDHCPDHTMLdialdialogDictionaries and Thesauridiffuse picturesdigital cinemaDigital PerformerDingbatsDirect3DDirectoriesDirectorydirectvDiscussionDiscussion ForumsDiscussionsDisk RecoveryDiskmagsdistance learningDistributed ComputingDistributed ObjectsDistributorsDoc ReadingDock AppsDocumentDocument ArchivesDocument ManagementDocument Object ModelsDocument TypesDogcowsDogsDomainsDOSDownloadDownloadsDrawing and ImagesDriversDSLDTDsDVDDVIwareDylandynamic ispfDynamic Publishing Solutionsdynamic taske-business environmentsE-mailEastereCommerceEconometricsecrm+solutionsEditorseducationEducationalEee PCego noteEIDEElasticelectricalellipseEmailEmbeddedembedded systemEmploymentEmulationEmulatorsEncodingEnd-to-EndEngineeringenhanceenquiryEnterpriseEnterprise SystemsEntertainmentEnvironmentsEpic EditorEquineestate gatesville txEthernetEthics and StandardsEudoraEuropeevbarmevbmipsevbppcevbsh3evbsh5EventsEvolutionary DeliveryexamExample SourcesEximExpandersExperts and Add-OnsExploitsExtensionExtranetFacilityfacility access control systemsfactory automationfacultyFAQFAQs, Help, and TutorialsFastFast Fourier TransformsFaxFeed ServicesFeedbackFeedback+chatFeiss, EllenFibre ChannelfileFile SplittersFile TransferFilemakerFileMaker ProFilesFilteringFiltersfinal versionFinanceFinance/AccountingFinancialFinancial ServicesFinlandFirefox OSFirewallsFirewireFIXFlamingFlashFlash DisksFloridaFolding at HomeFontsForeign Language InterfacesForensics and Incident ResponseFormatFormsForms ProcessingForumForumsForums and NetworksForwardingFractalsFrameFrameworkFrameworksFranceFreefree chatFree For All Linksfree Windows softwareFreeBSDFreewareFTPFTP Clientsfuckgeneralmotors.comFunctionalFunctional LogicGalaxyNetgamegameboostgamegainGamesGames, FunGamingGates, BillGatesvillegatesville txgatesville tx mapgatesville tx newspapergatesville tx populationgatesville tx real estateGöttingenGEMGeneral and FreelanceGeorgiaGermanget+helpgetting things doneGI RendersGlobalizationGlossariesGLXGNU HurdGNU PascalgoesGoettingenGoldMineGoogle TalkGopherGradebooksgraduateGraduate SchoolGraphic SubsystemsGraphicsGreasemonkeyGreat PlainsGreeting CardsGroupsGroupwareGRUBGtdGuestbooksGuidesGuides and DirectoriesH+H Software GmbHH+H Zentrum für Rechnerkommunikation GmbHH/PCH/PC ProHacksHalloweenHam RadioHANHandbookhandheld computerHandheld PCHandwritinghardhard drivehard-diskhard-driveHardwareHardware DriversHardware SupportHaskellHave OpenAPIHawaiiHDFHeaderHeadersHealthcareheb gatesville txHebrewHelphelp colutionsHelp Deskhelp instructionHelpdeskhelpdesk portalhelpdesk solutionhewlett packardHistoryHitachiHolidayshomehomepageHopper, Grace MurrayHostedHosted SolutionHostingHotlineHotmailhouses for rent in gatesville txhouses for sale in gatesville txHPHP-UXhp300hp700hpcHPC newsHPC Pro WBTHPC2000hpcarmhpcmipsHPCshpcshhppaHTMLHTMLHelpHTTPHumorHungaryHydraHyperCardi-SOBOTi386iBCS2IBMIBM MainframeIBM PC110IBM ResourcesIBM VisualAgeIBM WebSphereiCabIconIconsICQIdahoIEEE 1394IllinoisImage UtilitiesImplementationsIncreaseIndependent SalesIndonesiaIndustrialIndustrial Automationindustrial automation controlindustrial automation processindustrial automation process controlindustries discrete processinfectionInfoInformationInformation and PapersIngalls, DanielIngresInkscapeinquiryInstallationInstant MessageInstant MessagingIntelIntelliJ IDEAIntentional ProgrammingInternetInternet ExplorerInterpretersinverterInvestingIowaIPadIPhoneIPv6IrelandIRIXISAISDNIslamISPISP SettingsIssueITItalyITILiyonixJ-PilotjackJapanJapaneseJavaJava Web Start and JNLPJavaHelpJavaMail ProvidersjBASEJobs, SteveJoomlajoomla 2.5joomla 3.0joomla hostingJournalsJovialJScriptJupiter AceKansasKDE 3Kensington Marketing SystemsKentuckyKernelKernelskickstartKildall, Garykill JavaScriptKMSKnowledgebaseKOfficeKoreankshKuwaitLabLabsLANland for sale in gatesville txLandscapeslanguage extensionsLanguageslaptoplarge businesslargestLaser TonerLaTeXLatin DerivativesLatviaLayout ManagersLayout, Tables, and 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They reflect the intent of these platforms, helping people understand what is aavailable for integration into applications.