When I released my first few plugins, I was excited to see people using them.
Until the support tickets started rolling in.
Some were polite. Some were rude. Some made no sense.
And at one point, I was spending more time answering emails than writing code.
That’s when I realized: support isn’t just about solving problems — it’s about managing energy.
Here’s what I do now to keep support sane, consistent, and (mostly) stress-free.
1. I Document Everything Once
If I find myself answering the same question more than twice, I write a public answer.
- I create a help doc or FAQ.
- I link to it from the plugin page.
- I include it in the plugin settings UI if needed.
This reduces back-and-forth.
More importantly, it respects both my time and the user’s time.
2. I Don’t Rush Replies
It’s tempting to reply instantly, especially when someone’s frustrated.
But I’ve learned that urgency creates anxiety.
Unless it’s critical, I give myself permission to reply in 24–48 hours.
And most users are okay with that — as long as they feel heard.
3. I Separate Support from My Creative Time
I don’t check support when I’m in “build mode.”
Instead, I batch replies once or twice a day — usually in the afternoon when my energy dips.
This way, support doesn’t hijack my creative flow.
4. I Use Snippets, Templates, and Saved Replies
Over time, I’ve built a library of saved replies for common situations:
- Troubleshooting steps
- “This is not a bug, it’s expected behavior”
- “Here’s a snippet to solve that”
It’s not robotic — it’s efficient.
And I always personalize the start and end of every message.
5. I Accept That Not Everyone Will Be Happy
Some users will never read the docs.
Some will blame your plugin for a conflict caused by something else.
Some just want to vent.
I don’t take it personally anymore.
I do my best, but I don’t carry it beyond that.
Final Thought
Support is part of the job.
But it doesn’t have to steal your time, your energy, or your joy for building.
Set boundaries, stay kind, and automate where it makes sense.
And remember — for every tough support ticket, there’s a happy user you helped quietly. That’s who you’re building for.
Leave a Reply