Team up on customer support

Resolve customer issues effectively and efficiently with a collaborative helpdesk

Open Communication

Allow for open and effective communication across your teams

Increased Productivity

Give agents the tools they need to provide great customer support

Proven Scalability

Ensure your helpdesk is equipped to handle issues at scale

Clear Visibility

Keep everybody focused on what needs their attention

Teamwide communication

Ensure support is efficient, effective and consistent - wherever your customers are

Team chat

Agents have access to internal messaging totally independent from the user chat system.

True collaboration

Add internal notes and “@” mention colleagues to communicate effortlessly within the ticket workflow.

Keep an eye out

Follow any ticket and receive notifications via email or IM, keeping you updated wherever you are.

Maximize your team's productivity

Functional filters

Segment different types of tickets using filters, enabling agents to organise and process the right tickets at the right time.

Urgent attention

Automatically rank ticket urgency and importance to help agents prioritise the most pressing tasks.

Task tracking

Create, assign and track tasks linked to tickets without leaving the helpdesk.

Avoid agent clash

See when an agent is writing a draft reply in real-time, or lock tickets to prevent editing.

Round Robin

Share workloads evenly and automatically

Ensure tickets, chats and calls between teams, agents and departments are distributed evenly - with Round Robin distribution.

Make it easy to deliver great customer experiences

Take the pain out of ticketing with highly-convenient time-saving features

Supercharged support

Save agents hours by configuring triggers that run automatic actions in response to ticket events.

Exceed expectations

Guarantee customers issues are being resolved. Use SLAs to ensure internal standards are being met.

Timely escalations

Setup time-based escalations for tickets that have spent too long in a certain state.

Transform the customer experience

Respond at scale

Use mass actions to apply the same actions to up to 50 tickets at the same time.

Perfect responses

Assign another agent or team to a ticket. Ensure customers get the right support, from the right people, and at the right time.

Follow Up

Add a new reply or internal note to a ticket with ease. Follow up with customers automatically, or leave yourself a reminder to act in due course.

Perfect helpdesk visibility

Email-to-ticket

Every incoming email is turned into an actionable ticket conversation.

Shared email

Link email accounts to departments for segmentation. Make sure agents aren't overloaded by spreading using 'Round Robin' ticket distribution.

Auto-assign tickets

Use departmental rules to automatically assign conversations to agents or departments.

Team up

Group agents together into multiple teams - within, or even across, different departments. Automatically assign the right tickets to the right team.