Basecamp for Customer Support teams | Basecamp Office Hours

In this Basecamp Office Hours session (recorded live on March 26, 2025), Kimberly, Ashley, and Joan from the 37signals team walk through how the Customer Support team uses Basecamp to organize their work. They share a peek into a few support projects and show how they're organized and answer questions from the audience.

To access the chat window from the live session, visit https://www.crowdcast.io/c/yvm03i0bp1vw and click "Save Your Spot" to rewatch the session.

Timestamps:
00:00 – Welcome
03:00 – Meet Joan, Basecamp's Customer Support Manager
05:25 – Home Screen organization with Stacks
07:59 – How we think about breaking work into separate projects
10:01 – The Support projects the team uses most frequently
13:50 – The main Customer Support project
13:58 – Customer Support Chat
14:47 – Message Board for more permanent messages
16:14 – Automatic Check-ins
17:45 – Docs & Files: Schedules & Admin
19:18 – Balancing working on projects with working on customer tickets
22:16 – Docs & Files: Guides & Policies
23:47 – Keeping documentation in Basecamp vs. the the ticketing tool
27:28 – Docs & Files: Training Docs
28:17 – To-Dos
28:34 – Company-wide access to the support project
29:18 – How we maintain the documentation
31:00 – Help Page project and Card Table
33:55 – Finding things within your knowledge base
37:05 – Voice of the Customer project
41:02 – Linking customer ticket URLs within Basecamp
42:01 – How we prioritize feature requests
47:10 – How the Support team uses the On-Call project
49:33 – Cycle work the Support team does outside the help queue
52:08 – Color-coding in Basecamp
55:00 – How the Basecamp team uses AI for support
58:45 – Expectations for the Customer Support team's knowledge
1:00:37 – How to join the Basecamp Community

For follow up questions, reach out to guides@basecamp.com.