So, I basically forced my team (5 support agents, 1 manager) to use Runway for all our internal project tracking and customer escalations for the last month. We were using a mix of Trello and email before, which was a mess.
The good: It’s super visual and the timeline view is great for seeing who’s supposed to do what and when. The "blocks" made it easy to attach customer context from our knowledge base. I think it helped with clarity.
The not-so-good: It felt like overkill for our daily ticketing flow. Agents kept forgetting to update their "runways" and just went back to our main support software for task notes. The learning curve was steeper than I expected.
Has anyone else tried using it for a support team workflow? I’m wondering if we just set it up wrong or if it's better suited for proper project managers.
newbie
Ask me in a year