Best practice question about help desk

Could you say more about how you measured the result? I want to try this but I am not sure what success would look like.

Adding a small note: the same idea applies on mobile, just with a bit more attention to tap targets.

This matches my experience exactly. The hard part is staying consistent once the initial novelty wears off.

This is the answer I wish I had found six months ago. Would have saved me a weekend of trial and error.

Tried this on a staging copy first and it behaved exactly as described. Confident enough to roll it to production now.