How our Customer Support team uses Fusion

Support team members now implement fixes and features directly instead of escalating to engineering. When a customer couldn't see their agent credit usage in subscription settings, Technical Support Specialist Alex Bridgeman used Fusion to add the missing component by reusing an existing element from another dashboard. "It felt so cool," Alex recalls. "I got the ticket, made the change on my own, and almost immediately responded saying the issue was fixed. The customer was happy and I didn't have to wait for engineering."

The support team uses Fusion to fix longstanding annoyances that impact their daily productivity. The internal admin panel search, used 30+ times daily by each team member, had persistent issues with trailing whitespace and lost values when switching tabs. As Alex explains: "This was on my to-do list for like a year, but I just never bothered asking engineering or cloning Builder and setting up the environment." With Fusion, he fixed the search logic, implemented value persistence, and added visual indicators in just a couple of hours.

Head of Global Support Stephane Gonthier achieved a decade-long goal by recreating a comprehensive support dashboard he had originally built in 2009. Using Fusion, he uploaded a PDF of his original radar chart design and prompted: "I'd like to recreate that dashboard for evaluating technical support engineers against those 12 KPIs."

The result exceeded expectations: Fusion created the entire layout with animated color transitions, dropdown navigation, and dynamic data visualization. "Back in 2009, I rolled out a radar chart dashboard for support engineers. I've always loved it because it was a good way to show how engineers were doing against everyone else. I've never been able to recreate it myself or get someone to do it." The dashboard now connects to Builder's customer support ticketing API for real-time data and includes features like PDF export for monthly reviews, something that would have taken months to build traditionally.

The team now improves the product itself to reduce future support burden. When investigating customer issues became difficult due to unclear project identification, Stephane quickly added "Last Edited" timestamps to the projects dashboard. This helps support engineers immediately identify which project a customer is referencing while also helping customers find their most recent work. "We don't have to wait on engineering to build tools for us to troubleshoot issues," Stephane explains. "We've literally built our own troubleshooting tool to troubleshoot Fusion issues using Fusion."

• Faster ticket resolution. What previously took days of engineering escalation now gets resolved in hours, with support engineers implementing fixes directly during customer conversations.
• Enhanced team productivity. Support engineers can tackle problems they would normally escalate, reducing bottlenecks, improving response times, and offloading work from the core engineering team.
• Self-service tool creation. Teams can build and iterate their own internal tools, custom dashboards, and tracking tools without organizational advocacy or engineering resources.
• Improved customer satisfaction. Direct resolution capability means customers see fixes implemented immediately rather than entering lengthy development queues.

• Target your daily pain points. Focus on issues you know how to solve conceptually but lack the development environment to implement. These represent the highest-value, lowest-friction starting points.
• Document your workflows. Create clear documentation of your troubleshooting processes and tool requirements. This helps Fusion understand context and build more appropriate solutions.
• Collaborate with technical team members when needed. For complex integrations like API connections, partner with developers for the backend work while you handle the UI and user experience elements yourself.