I was resolving a support issue with Google recently, when I noticed the footer at the bottom of the email and decided to learn a little more about what issue tracking system they’re using.
A quick scan of the email headers revealed that it came from “trakken.google.com”, with the User-Agent string of “Neotonic Trakken/inject_gmr-2.58.4″. Trakken is the name of the CRM software that Google acquired when they bought David Jeske’s startup, NeoTonic Software.
It’s heartening to see that besides getting a great engineer (David and I overlapped briefly at Yahoo, and I was impressed with his talents after a brief meeting), Google is still realizing value from Trakken several years later (and I hear David has done some amazing work over there as well).
Smart acquisition tactics.
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