The better, faster and calmer helpdesk experience. Sign up @ getfernand.com
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- Followers 887
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Support SaaS is becoming infrastructure. I think what @euboid has built will become the norm eventually, which makes a SaaS UI moat less and less defensible
Soooo..... I built this.
And it's already saving me ~4-6 hours/week.
When we receive a support ticket...
→ An agent (codex) is booted up
→ The agent reads our docs on @ferndeskhq, our codebase, our logs on @axiomhq and customer error.
→ If it's a bug, the agent does a root cause analysis and opens a PR + @linear ticket!
→ If it's a feature request, it tracks it on our feedback board.
→ It then, drafts a reply to the customer in my own voice + includes customer success tips.
→ and then creates a handover for me with a note in our support tool (@getfernand)
Now all I need to do every morning is approve, approve approve, reject, approve.
And @ferndeskhq analyzes replies every week and updates our docs so that we get fewer tickets ongoing!
Can't believe this is now possible!!
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Fernand retweeted
Soooo..... I built this.
And it's already saving me ~4-6 hours/week.
When we receive a support ticket...
→ An agent (codex) is booted up
→ The agent reads our docs on @ferndeskhq, our codebase, our logs on @axiomhq and customer error.
→ If it's a bug, the agent does a root cause analysis and opens a PR + @linear ticket!
→ If it's a feature request, it tracks it on our feedback board.
→ It then, drafts a reply to the customer in my own voice + includes customer success tips.
→ and then creates a handover for me with a note in our support tool (@getfernand)
Now all I need to do every morning is approve, approve approve, reject, approve.
And @ferndeskhq analyzes replies every week and updates our docs so that we get fewer tickets ongoing!
Can't believe this is now possible!!
Has anybody set up an automation that:
- debugs customer issues
- creates a PR
- drafts a response
When customer support tickets come through?
For a B2B SaaS with low volume?
Thought @bot might be the answer but usage limits seem too low.
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Fernand retweeted
proud to be a customer of this amazing business. @getfernand has saved me weeks of headaches and stress in the last year alone. perfect tool for me and likely other founders who do their own support.
Zendesk was called Zendesk for a reason: customer support is a pretty fucked up job.
Even Zendesk says nearly 70% of support agents feel overwhelmed, and a separate study shows 92% of them report anxiety symptoms daily...
Then, they became a giant enterprise corp, got bought by private equity for 10Bn, and somewhere along the way their leadership thought “zen” wasn't what was selling seats to managers. They even dropped the cool little buddha mascot from the early days :(
I've finally released the new Fernand site today, and the main change isn't really the design itself, it's the whole approach to the brand. I stopped trying to look like a polished SaaS company, winning design awards, get featured on minimal cool hipster boards, and instead turned up all the things that are uniquely Fernand.
The postman metaphore. The flowers. The calm, opinionated design philosophy. The weird little details. The product itself. It's clear that AI is making it much easier to build software, which probably means we’re about to get even more customer support tools than the absurd number we already have (...!)
I don't really want to add into the noise, and I'd rather do something slightly weirder than the rest, but that somehow shows... or even make you feels? (but surely not tell!) what our product is about.
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Fernand retweeted
Just released scoped API keys on Fernand. You can now limit what each key can do (all, read-only, or pick from a list of permissions) so you can give AI agents like Claude Code or Codex access without giving them full control.
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still using @getfernand 8 months later and could not be happier.
calm support and happy customers who know i care is the result
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Fernand retweeted
Currently exploring a new direction for Fernand's landing page, doubling down on the calm aspect and increased focus of our tool. I want users to feel like they've landed on an oasis of positivity in an ocean of slop
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Fernand retweeted
Pricing handled via a micro-interaction on the permission list for active vs passive users.
Need the user to reply to customers? $29/mo.
Or just collaborate inside the tool? free.
No need to pre-purchase seats and assign them to team members, then realizing you never have the right amount. Also, it automatically re-adjusts every month based on your team composition.
→ product craft series #015
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Fernand retweeted
> Start writing a reply
> Get distracted
> Close the tab or refresh by accident
> Come back... and it’s still there 😍
→ product craft series #013
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Fernand retweeted
I’ve spent the last four days secluded on a tiny island in North Germany shooting and editing the new @getfernand product demo video. This place has literally three times more sheep than people.
This photo sums up the setup pretty well: my camera is propped up on a baby chair we've found lying around, and held in place by a jar of Nutella. Hey, whatever works!
The biggest learning is that this stuff is harder than it looks. As a bootstrapped founder you just end up picking up new skills because it’s faster than coordinating with someone else. Sure, we could have hired someone to do this for us, but the time and energy it would’ve taken to find the right person and brief them isn’t really aligned with how we’re building this company.
So... I wrote a script, sat in front of the camera (..yikes!), learned video-editing basics, and spent 30+ hours to get to something that felt “good enough”. I'm still not really satisfied, but it does the job.
Huge respect for the founders like @dceddia who manage to ship a video every day. I genuinely don’t know how you do it.
Now that Fernand’s product has reached a certain maturity, it feels like the right moment to invest more in product marketing. Explaining the feature set better, showing real workflows, and helping teams get more out of what they already have.
Our pricing is super simple: one active seat, everything included. Unfortunately, some customers still only use a third of what’s available. I think sometimes it's because the feature doesn't totally fit their use case, but sometimes it's just because they don't even know it exists... and that's on me to fix.
My setup:
- Google Pixel 9 camera shooting in 4K
- Makeshift lights we gather from around the house
- @screenstudio for UI footage
- Shure MV7 microphone recorded separately with Quicktime
- Adobe Podcast Enhance to erase my cofounder keyboard tipping noise 😬
- Descript for editing (Really impressive tool!)
- A jar of Nutella for stability
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Fernand retweeted
When Alex first reached out to invite me on his podcast, I hesitated. If there’s one thing I’ve never really seen myself as, it’s a “true operator”. I’ve always felt more like a starter, someone who likes to build, simplify, and move on once things get humming.
But maybe that’s part of operating, too. Maybe there isn’t just one way to run things. Some people operate by scaling, others by shaping. Both matter. One keeps things alive, the other gives them direction.
We ended up having a great conversation about what it means to build a calm customer support operation: why most setups break, where AI helps (and especially where it doesn’t), and why I believe in embracing slowness. Taking the time to keep improving a small, focused product instead of chasing endless features and complexity.
Calm doesn’t mean static; it means intentional.
The True Operators Podcast is back 🎙️🎉
Ep 2: How to Build a Calm Customer Support Operation
A couple of weeks ago, I sat down with @AntoineMinoux (founder of @getfernand) to unpack:
💔 Why most support setups break
🛟 Where AI helps (and doesn’t)
📈 Turning support into a growth driver
...and more.
Enjoy the full episode: piped.video/8fmROIQuYvI
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Fernand retweeted
7. @getfernand
I handle all my support with Fernand, the "Calm customer support". The DX is incredible, pricing is very generous, and it keeps evolving constantly.
Bonus: you can do EVERYTHING with keyboard shortcuts, I love that
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Fernand retweeted
this lil guy has been saving my sASS so hard these last few weeks
i've never been so overjoyed by how useful a tool is
i don't know what i'de do without you @getfernand
here's my appreciation post in hopes more people hand them their money and they stay in business forever
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