How Premote runs multi-channel support on Productlane with a small team

The problem

Before Productlane, Premote ran on Supportpal, a self-hosted tool they hosted themselves in AWS. Updates landed rarely and the APIs were dated, so the tool never fit cleanly into their workflows. The Slack and Teams integrations were weak, and the interface made it hard for the team to work together. That pushed the support team to start looking for an alternative.

The help center had the same problem. Articles were hard to format and order, and the whole helpdesk looked dated.

Choosing Productlane

Premote evaluated several options, including Intercom and Productlane, and looked at a few smaller European startups because they wanted a German or European solution. Productlane won them over quickly. The interface is clear and fast, and the API gives them clean access to their own data.

Working directly with the Productlane team in Slack made the difference. It gave Premote an early feel for what supporting their own customers across channels would be like.

The workflow today

Premote used to receive everything by email and create tickets by hand. Now support is multi-channel. Several customers are connected over Slack Connect and Teams, and conversations land in one place.

The Linear integration is the big one. Premote sees the customer request directly, and the two tools work together closely. Since switching, the team uses Linear far more and tracks work much better, which matters in an AI-driven workflow.

The help center was rebuilt entirely in Productlane. Premote embeds videos and images and formats articles the way they want. They also run several MCPs side by side: Productlane’s, Linear’s, and one for their own tool. That gives their AI-powered support team real leverage and a holistic way of working.

“The Linear integration is the big one. We see the customer request directly, and the two tools work together.”

The results

In four months on Productlane, Premote has handled around 500 tickets quickly and efficiently. AI-agent usage is climbing steadily. A small team carries that volume, and the full help center is live. For Premote, that is a clear win.

Why Premote recommends Productlane

The biggest point for Premote is the relationship with the Productlane team. They are always reachable in Slack and quick to ship the improvements that mattered most. Nearly every request and wish Premote had is now built, handled transparently and with clear expectations. The team is now rolling Productlane out across more internal initiatives.

“It is wild that we have only worked together for four months and so much has already changed.”