Helpdesk
Requests arrive as tickets from a support form with your logo and categories, or from your support mailbox in Gmail or Outlook. Route categories to teams, merge duplicates, reply on a secure conversation page or by email, and keep internal notes customers never see. Turn on the Support agent and it reads each new request, looks the answer up in your Knowledge, and leaves a draft your team reviews and sends.
- Owns
- Tickets
- Teams
- Knowledge
- Support form
- Internal notes
What lives in Helpdesk.
One app owns the whole domain. These are the workflows, views, and features inside it, rather than a separate tool for each.
- A branded support form with your categories, screenshots and files included
- Tickets from your support mailbox, with replies sent from it in the same thread
- Team queues: route a category to a team and escalate a ticket in one click
- Knowledge from articles, PDFs, Word files, and your docs site, searched by the agent
- AI flags on every request: urgent, frustrated, bug, billing, spam
- The customer's other tickets, plus their contact and deals from Customers
- List or board, filters, bulk updates, and merge for duplicates
What your agent does in Helpdesk.
- Drafts a reply to every new request from your Knowledge, in the customer's language, for your team to send
- Summarizes a ticket and its whole conversation in a few lines
- Finds tickets by customer, topic, or status, and answers "what's still open?"
- Updates priority, assignee, and team, merges duplicates, and adds internal notes, after you approve
Every person gets their own agent; teams can share one. Sensitive actions wait for approval, and every action is logged with the data it used and the outcome.
Need it different? Describe it.
Add a field, a stage, a rule, a view, or a workflow inside this app. It's built on the same records and permissions, as open code you can change again.
Show urgent tickets with no reply after 4 hours in their own view, and post each one in #support.