Shared Team Mailbox
All incoming support emails land in a shared queue. Assign, reassign, and collaborate on tickets without losing context. Multiple mailboxes supported.
Ticket Routing
Route tickets by topic, tag, keyword, or custom rule. Ensure the right person always handles the right issue automatically.
Custom Fields & Labels
Add custom fields to capture product version, account tier, or anything else your team tracks. Label and filter tickets by any criteria.
SLA Tracking
Set response and resolution time targets per ticket type or priority. Get alerted before an SLA is breached. Report on team performance over time.
AI Reply Drafting
The AI drafts a reply to each incoming ticket using your Help Center articles and past ticket history as grounding context. Agents edit and send — not write from scratch.
AI Hourly Trend Reports
Every hour, the AI analyzes open tickets to surface top issue categories, sentiment trends, and volume spikes. Spot problems before they escalate.
Escalate to Issue Tracker
Escalate any ticket to the Issue Tracker with one click. When the linked issue is resolved, the ticket closes automatically and the customer is notified.
Post-ticket CSAT
Automatically trigger a CSAT survey via Surveys after ticket resolution. Low scores create a follow-up task and notify the team lead.
Help Center Article Creation
Resolved tickets can become Help Center articles instantly. The AI drafts the article from the conversation — so the same question never needs answering twice.