Features
Everything a support team runs on, in one workspace
Eight modules that share the same customers, the same permissions and the same reporting. Here is what each one actually does.
Tickets
A ticket desk that keeps its own order
Statuses, priorities, categories and tags on every ticket, threaded replies with internal notes only your team can read, and assignment that follows your rules instead of your memory.
- Threaded conversations with private internal notes
- Manual and rule-based assignment, plus bulk actions
- Custom fields per workspace, saved replies for the rest
- SLA timers with escalation before a target is missed
- Every change recorded in the ticket's activity log
Your support inbox, already a ticket
Point a mailbox at your workspace and every message that arrives becomes a ticket, threaded to the right conversation. Replies go back out from your own sending domain.
- Inbound mail becomes a ticket with the sender as a customer
- Replies thread back into the same conversation
- Per-workspace sending address, not a generic relay
- Notification templates you can edit and preview
Live chat
Real conversations, in the moment
An embeddable chat widget with routing, queueing and everything a live conversation needs — and a one-click escape hatch when it should have been a ticket all along.
- Typing indicators, read receipts and file sharing
- Routing and queueing across the agents who are online
- Turn any chat into a ticket without losing the transcript
- Handoff from the AI chatbot to a human, mid-conversation
AI chatbot
The answer is already in your docs
The chatbot reads your knowledge base and answers from it — retrieval over your own content, not a general-purpose model guessing. When it cannot answer, it hands over to an agent.
- Answers grounded in your knowledge base with semantic search
- Your own prompt and persona per workspace
- Thumbs up / down feedback on every answer
- Conversation history carried into the human handoff
- One embed snippet on any site
Knowledge base
A help center worth linking to
Multiple spaces, hierarchical categories, version history and a public portal that is built to be found — served fast, indexed properly, on your own domain.
- Several spaces per workspace, each with its own audience
- Categories, tags and version history on every article
- Full-text and semantic search across the whole space
- Public or private spaces, and a custom domain on Pro
- Views, helpful votes and the searches that found nothing
Automation
The work nobody should be doing twice
Rules that triage, route and escalate on their own, business hours the SLA respects, and saved replies for the answer you have written four hundred times.
- Trigger, condition and action rules on ticket events
- SLA escalation tied to business hours, not wall clock
- Saved replies with variables, shared across the team
- AI triage that categorises and routes for you on Business
Analytics
Numbers for every part of it
Not one dashboard bolted on at the end — tickets, knowledge base, live chat and the chatbot each report on themselves, and agents get a scoreboard that is actually fair.
- First response time, resolution time and volume over time
- Knowledge base engagement and failed searches
- Chat and chatbot deflection, handoff rate and CSAT
- Agent performance with workload spread
- Scheduled reports delivered on Pro and above
Developer
An API for the parts we did not think of
A documented REST API with scoped keys, outgoing webhooks for anything that should leave the workspace, and incoming webhooks for anything that should arrive.
- REST API with per-workspace scoped keys and rate limits
- OpenAPI description generated from the live routes
- Outgoing webhooks with signed, retried delivery
- Incoming webhooks to open or update a ticket from anywhere
Artificial intelligence
AI that earns its seat
Five capabilities, each pointed at a job someone is doing by hand today. All of them read your workspace — your articles, your tickets, your tone — and nothing goes out without approval unless you turn that on.
Which plan includes whatAI ticket reply
Pro and aboveDrafts a reply from the conversation and your knowledge base. The agent edits and sends — nothing goes out on its own.
AI chatbot
Pro and aboveAnswers customers directly on your site from your published docs, and hands over to an agent when it should.
AI docs writer
Pro and aboveTurns a resolved ticket into a knowledge base draft, and rewrites the articles that were never quite finished.
AI workflow automation
Business and aboveReads an incoming ticket and sets the category, priority and assignee before a human has opened it.
AI auto reply
Business and aboveSends the first response to the questions you have answered a hundred times, and leaves the rest for the queue.
Usage is metered per plan, so an AI bill never arrives as a surprise. Run out and the workspace keeps working — the AI waits for the next period.
Under it all
The parts you only notice when they are missing
Roles and permissions
Granular per-module permissions, custom roles on Pro, and an audit trail that records who changed what.
Tenant isolation
Every workspace is a boundary enforced in the data layer. A query for one workspace cannot reach another's rows.
Your own sending domain
Notifications and ticket replies go out from your workspace address, with templates you can edit and preview before they ship.
Portal on your domain
Point a CNAME at the portal and the certificate is issued automatically. Branding comes off on the same plans.
Get started
Put the whole queue in one place
Create a workspace, connect a mailbox, drop the widget on your site. The Free plan costs nothing and every paid plan opens with a 14-day trial.