Back in June I wrote that every customer interaction is a chance to spot an improvement, and that we treat it that way. That’s easy to say. So here’s what it looks like in practice: we went back through every support conversation from the first half of 2026 and pulled the actual numbers.
The numbers
Between January 1 and June 30, our team handled thousands of support conversations across Discord, tickets, and email. Every one of them is closed. Getting there took tens of thousands of messages back and forth, because that’s what real support is. People asking follow-up questions, reading your logs, and staying with the problem until it’s actually fixed. It’s our own in-house team every time, at about a one hour average first response.
A ticket is feedback, even when it isn’t
Most customers never fill out a feedback form, and we don’t blame them. But every ticket tells us something anyway. When the same question shows up ten times in slightly different words, that isn’t ten people who need an answer. That’s one thing we need to make simpler.
So we review tickets on a regular cycle looking for exactly those patterns. The question we ask isn’t “did we answer this well?” It’s “is there a way to make this simpler and more intuitive, so it never comes up again?”
A small example. Early this year, Terraria players kept hitting the same wall updating tModLoader: you change the version in your settings, and nothing happens. The missing piece was that a reinstall is what actually applies the change, and that step wasn’t obvious. The tickets showed us the pattern, so we rebuilt that guide around it. The reinstall step is now front and center, right next to the answer to the question everyone actually worries about: no, reinstalling does not delete your world.
The Help Center, six months in
We launched our new Help Center on January 6 with 183 articles. Six months later it’s at 244 articles covering 23 games, almost all of them written because tickets showed us they were needed.
But the numbers I’m just as proud of are these: in those same six months, we made nearly 1,000 updates to guides we’d already shipped, and we deleted 21 articles outright. We treat guides as living documents. We review them, streamline them, and cut what isn’t earning its place. In June we took our cluster of twelve Minecraft mods articles and consolidated it down to five, because five clear guides beat twelve overlapping ones every time.
The Help Center is also the one place we use an AI assistant, and that’s deliberate. It lives in the Help Center only, answering “how do I” questions against our own guides, and it handled over 600 of them in its first four months. When you open a ticket or message us in Discord, you get a person. There is no bot standing between you and our team, and we intend to keep it that way.
Do we even need a guide for this?
This is the question we keep coming back to. A guide is a bridge. If something needs a guide to explain it, maybe the thing itself should be simpler. The best support article is the one we get to delete because the panel made it unnecessary.
We’ll be working on and through our panel to keep getting there. We’re not there yet, and I’d rather be honest about that than pretend otherwise. But that’s the direction: fewer things you need to look up, more things that just work the way you’d expect.
What’s next
A few things we’re focused on for the second half of the year:
- A better Minecraft trial experience - the trial is many people’s first impression of us. This year we added modpacks to our order form, and that created a new challenge: many of the modpacks you can order don’t currently run on the trial plan, because the trial is only 6 GB. We believe in our service, and we want to give you a way to try it with the modpack you actually want to run. We’re working on it.
- Panel improvements that remove the need for guides - every confusing moment the tickets surface is a candidate.
- Keep reading everything - the review cycle that produced this post doesn’t stop. Every conversation still gets read, and the patterns still become the roadmap.
Tell us anyway
Here’s the part I want to end on. Plenty of you figure things out on your own and never open a ticket. If you hit friction along the way, or you just think we could do something better, that’s exactly what we want to hear, even though nothing is broken. Tell us in Discord or reach our support team. A lot of what we’ve shipped started as one person’s passing suggestion.
We’re going to keep building, and I’m going to keep writing about it.