---
id: 1799
title: "Reversing The Trend: Support and Mediation Win as a Team"
source_domain: hackerone.com
source_url: "https://www.hackerone.com/blog/reversing-trend-support-and-mediation-win-team"
published_at: "2024-03-20T23:15:34Z"
tags: ["bug-bounty", "hackerone", "team-culture", "operations", "customer-support"]
phying_url: "https://phying.com/item/1799"
lang: en
---

# Reversing The Trend: Support and Mediation Win as a Team

## Summary

HackerOne's Support and Mediation team lifted its first response rate from about 52% to above 95% using knowledge-base articles, tiered global staffing, and collaborative backlog clearing sessions.

## Intelligence Metadata

- **Sources:** hackerone.com
- **Published:** 2024-03-20T23:15:34Z
- **Original:** https://www.hackerone.com/blog/reversing-trend-support-and-mediation-win-team
- **Phying News:** https://phying.com/item/1799