The Community Team’s first and most important job is to help you, the users. Every day, we hang out on meta sites and in chat, watching to make sure that someone is working on your problems. Until very recently, community managers also fielded each and every request that came through our support ticketing system.

(And before that, Jeff Atwood handled them all. The whole team@ inbox, singlehandedly.)

Our approach to customer service via email has changed as the network has grown: we’ve tried many new processes and tools over the years to help community managers handle team@ efficientl …