Tickets with departments, priorities, ticket statuses you define, canned replies, assignment to a service, a spam filter, internal notes, attachments — and the ticket history visible on the customer record.
Alongside sits a knowledge base your customers can read, so the question that has been answered ten times does not become an eleventh ticket.
AI in support
A draft answer, and a summary
Each department carries its own system prompt. On that basis the system drafts an answer for the agent to review, and summarises long ticket threads.
The agent decides what is sent. Nothing goes to the customer unread.
Knowledge base
Internal, external, or both
Articles in groups, either internal or published for customers, with search and a usefulness rating.
Surveys
Ask, and see the answers here
Surveys to customers, staff or a mailing list, with the results evaluated in the system.
Announcements
Say it once, to the right group
Messages to staff, customers or both, shown within a time window you set.
Company newsfeed
The internal channel
An internal channel for the team, inside the system rather than in a separate chat tool.
Screenshots
