HelpDesk

Open your support day in one place where emails, chat messages, and social posts arrive as trackable work. Connect your mailboxes and chat widgets, set up brands with their own portals and themes, and define categories, labels, and custom fields that mirror your workflow. Build routing rules that auto-assign by skill, language, product, or priority, and add SLAs with timers to keep response and resolution targets visible. Cut noise with spam controls and saved views, and give global teams confidence with multi-language settings so customers see content in the language they expect.

Working a conversation is straightforward. Click any item to view the full context—previous exchanges, attachments, customer details, and related requests. Loop in teammates with internal notes and @mentions without exposing the discussion externally. Use macros and canned replies for recurring questions, then personalize before sending. The AI assistant can summarize long threads, extract next steps, draft polished emails, and propose troubleshooting checklists. Link duplicates, mark a pattern as a known issue, and attach it to an incident for coordinated updates. When a deadline is at risk, automated escalations alert the right owner. Keep key facts in one place with ticket fields and attachments, and move status through your defined stages until done.

Reduce incoming volume by publishing a branded help center with articles, FAQs, and how-to guides. Organize content into categories, surface related articles in the widget, and allow customers to follow updates. For real-time help, add live chat to your site and connect social channels so posts and DMs become actionable items. Offer a self-service portal where customers can check progress, share files, and add comments without email back-and-forth. After resolution, trigger a satisfaction survey and route poor ratings to a manager for quick recovery. If you support multiple products or regions, manage them under one roof with distinct portals, SLAs, and teams.

Keep operations tight with search, filters, and analytics. Save triage views for new, overdue, high-priority, or VIP items. Review incident timelines and update playbooks so the same outage doesn’t repeat. Link tickets to hardware or software records to see device history during troubleshooting. Protect data with encryption in transit and at rest, fine-grained roles, and audit logs. Getting started takes minutes: invite unlimited agents, connect your email to a shared mailbox, import contacts, create tags and categories, set business hours and SLAs, and turn on automations. During the trial and on the starter plan, you have access to collaboration tools, canned responses, core automation, and responsive support via chat and email—enough to run a lean, effective support operation from day one.