Answer customer requests from one shared queue
Requests that arrive by email, the help-centre form or a social channel land in one queue. Your team sorts them, answers them and keeps an eye on how it is doing. It suits a support team, or a customer success manager working through one customer's tickets.
Working the queue, and what sits around it
The whole ticket on one screen
The queue, the conversation, the customer's record, the ticket's details and a reply box sit side by side. Tickets are sorted by priority and by who owns them.
A head start on each reply
The reply box can suggest a reply for the agent to read, edit and send. Agents can also apply one of your saved macros to a ticket.
A help centre customers can read
Write help articles in categories and publish them to a public help centre, where customers can read them or send you a request.
See how the team is doing
Reports cover ticket volume, response and resolution times, satisfaction scores and agent performance. Export a report or save it for later.
A phone line for support
Request a phone number from Support and choose how calls are handled: ring all agents, round robin, one agent or a menu. Outside hours, calls can go to voicemail or a mobile number.
Works with
- The support line runs on Calls, once your phone provider account is connected there.
- When a ticket is marked solved, a draft page is created from it in Knowledge Base.
When you request access, tell us where your customers' requests arrive today.
Sending a request doesn’t create a workspace, and every request is reviewed before anyone is given access.