A: Hey, we do in fact use our own tools for customer service and you can experience that on our site. Persona takes calls with users, responds to emails, etc. However when people want to talk to a real human (if they had a bug to report, wanted a discount etc.), they got frustrated in the past because in order to talk to a human they had to join one of our daily office hour calls, or wait for a reply from a human if they asked for a human from our persona. We revised this system to add a human managed ticketing system on top of this.