A single timeline for customer communication
Provide an intuitive and consistent experience for customers and agents by consolidating all channels. See customer info and previous interactions to get the full context in one view and reduce repetitive work by utilizing automatic actions.
One view that gives you the full picture
See your customers interaction history in a single timeline view for all channels. No need to waste time searching in another system, allowing agents to resolve cases quickly and accurately.
See the source of the ticket
You’ll know exactly where your customers came from, whether it’s email, Facebook, WhatsApp, or other channels.
Change ticket owner
Assign a conversation to an agent who has the needed expertise or previously communicated with the customer to provide a more intuitive experience.
Transfer to a different queue
A ticket needs to be handled by specific agents? Set up a rule to move tickets to the relevant queue or group automatically.
Add or edit labels
Create an unlimited number of labels to prioritize, track and organize incoming tickets, without wasting time on manual actions.
The AI powered reply box. Built to make agents faster
Whether they’re veterans or newly onboarded, let your agents provide faster and more accurate answers with absolute confidence.
Let the reply-box do the work for you. Use AI-powered suggestions to save time and provide accurate answers, keeping all agents aligned.
Stop writing the same responses from scratch over and over again by creating canned replies for regularly used phrases, greetings, or full replies.
Utilize articles for replies
Experienced and newly onboarded agents can attach, link and copy-paste articles to keep replies accurate and consistent.
Avoid switching tabs by providing detailed information with internal notes that are only visible to your teams in the same ticket timeline.
Get to know your customer through a single view
Don’t make customers feel like you have no clue who they are. All information is easily accessible to resolve issues fast and keep satisfaction high.
See in-context information on an issue within the same ticket timeline by creating unlimited custom forms for specific support funnels.
Essential customer info
The side panel holds customers' communication history and account information, providing in-depth contextual information for fast and accurate responses.
Integrations & data
Integrate tools you use to ensure workflows aren’t interrupted when handling customer cases. Connect Salesforce, Jira, Slack, HubSpot, and more.
Technical customer details
Get all the in-detail data you need, such as browser version or device type, without having to ping-pong and quickly solve straightforward cases.
Create custom workflows
We don’t make the rules. You do.
Prevent repetitive tasks like changing ticket status, applying SLA policies and adding labels through predefined conditions such as keywords, contact source and more.
Speed up, simplify and avoid errors by easily executing repetitive tasks through shortcuts that apply a set of actions with one click.
Set timeframe targets for responding or resolving tickets. Analyze, display and customize data that shows how well your team is meeting SLA goals.