Triage the support queue
New tickets get a drafted reply based on how your team answered the same question before. Anything new or sensitive goes to the right person with the context attached.
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Your Company
Channels
# general
# team
# support
# sales
Apps
Concrete
# support
ConcreteAPP9:05 AM
- Zendesk: 14 new tickets overnight
- 9 match past answers, replies drafted
- 3 bugs, sent to #team
- 2 billing questions, sent to Maya
4 checks
Reply to Casey: CSV export
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✓ Approved by Priya · sent 9:08 AM
What it does
- 1
Reads new tickets in Zendesk or Intercom
- 2
Drafts replies from past answers and help articles
- 3
Routes the rest, and sends nothing without approval
Works with
- Zendesk
- Intercom
- Slack
Asks first. Anything that changes a record or reaches a customer waits for your yes in Slack.
More it can take on
- Support
Spot recurring issues
Tickets grouped by what went wrong, so you see the problem before it's a spike. - Support
Watch your escalations
Escalated and at-risk tickets every morning: who's waiting, how long and what they need. - Support
Hear your customers
Every satisfaction rating and survey answer sorted into themes, with the quotes that matter.