A Note on Our Current Support Response Times
DEAR YARBO FAMILY,
Since May, our support ticket backlog has been growing. The start of mowing season, combined with our expanding user base, brought a significant increase in ticket volume. At the same time, while implementing several important platform and service improvements, some of our internal diagnostic workflows were temporarily impacted, affecting resolution efficiency. We believe these improvements couldn’t wait — but we should have planned better for the service impact they would cause. That’s on us.
Some tickets have gone days without any response at all. We know what that feels like — you reached out, and heard nothing back. That’s not acceptable, and we’re not going to dress it up with excuses. We own this, and we sincerely apologize to every member of the Yarbo Family who has been affected.
WHAT TEAM YARBO IS DOING ABOUT IT
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Growing Our Team We are significantly scaling up both our customer service team and field service engineers (FSE), with new members joining this month and onboarding continuing into next month — and we’re not just hiring: our customer service lead and engineers are personally overseeing the recruitment process, providing one-on-one training, guidance, and support to every new team member who comes on board.
We’re not looking to fill seats. We’re looking for people who genuinely care about getting your problems solved.
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Improving Our Processes We’ve done a full overhaul of our ticket handling and replacement workflows, and strengthened our diagnostic SOPs to help our team resolve issues faster and more effectively. We are also introducing AI-assisted diagnostic tooling to help our team more accurately identify the root cause of issues and determine the right solution — so that when our agents respond, they’re responding with the right answer.
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Staying Present Across Every Channel Every active ticket is being monitored and tracked by our team to ensure nothing gets lost in the queue. At the same time, Team Yarbo remains present across our Facebook community, official forum, and Discord — answering questions, providing guidance, and supporting users directly while tickets are being processed.
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How Our Ticket System Works To keep our queue moving and ensure no ticket is forgotten, here’s how our closure process works: if we haven’t heard back from you within 24 hours of our reply, we’ll send a follow-up email. If there’s still no response after another 48 hours, the ticket will be automatically closed — but it won’t disappear. All closed tickets remain visible in your Support Center, and you can reopen one at any time with a single click. If you reply to a closed ticket, it reopens automatically.
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Your Self-Service Knowledge Base We also want you to have somewhere to turn while you wait. Our Yarbo Wiki is home to a growing library of troubleshooting guides and feature explainers — we’d encourage you to check it out first, as your answer may already be there.
The Wiki is a living resource, and we know it’s not complete yet. If you come across a topic we haven’t covered, please leave a comment at the bottom of the page — your feedback directly shapes what we write next.
WHERE WE’RE HEADED
As new team members come on board and our process improvements take hold, we’ll be driving response times down and working through the backlog as fast as we can.
To every member of the Yarbo Family: we know your trust in us wasn’t given lightly. “We’re a growing company” isn’t something we’ll hide behind — what we owe you is action, not explanation.
TEAM YARBO