Apps
Six apps. Start with one.
They share the ticket, the customer, the statuses and the taxonomy — so nothing here is an add-on you have to wire up later.
Answer while they are still on the page
Workspace / Live Chat
Every request, one record, five states
Workspace / Support Tickets
Publish the answers on your own domain
Help Centre / Knowledge Base
Draw the process once, it runs itself
Settings / Apps / Workflows
Ask it, or put it inside the workflow
AMI · and every workflow
Nine reports, no exports, no reconciling
Reporting
Where the conversation starts
Live Chat
Answer while they are still on the page.
- 3
- panes on one screen
- 7
- settings tabs
- 1s
- wait clock tick
- 1–5
- rating after a chat
- A queue that tells you it is slipping
- You can see what they can see
- Known customer or anonymous, stated
- Saved replies on a slash
Every channel, one record
Where the work is tracked
Support Tickets
Every request, one record, five states.
- 4
- channels in
- 5
- lifecycle states
- 4
- priorities
- 1
- ticket model
- Open → Waiting on Customer → Pending → Resolved → Closed
- Low, Normal, High, Urgent
- Email, Live Chat, Support Form, Phone
- Messages and activity, interleaved
Charged twice for the October invoice
#4192·Dana Whitfield
SSO login loops back to sign-in
#4188·Marek Oliveira
How do I add a second workspace?
#4181·Priya Raman
Export finished but the file is empty
#4177·Tomas Lind
First response
11m left of a 15m target
Where the answers live
Knowledge Base
Publish the answers on your own domain.
- 4
- content types
- 3
- site designs
- 90d
- analytics window
- 1
- source for all of it
- Provisioned, not built from scratch
- Portal, Editorial or Support desk
- Articles, categories, FAQs and news
- The searches that came back empty
Refunds and duplicate charges
Account & billing
Reading your invoice
Account & billing
Changing your billing cycle
Account & billing
Where the process runs
Workflows
Draw the process once, it runs itself.
- 19
- triggers
- 16
- checks
- 25
- actions
- 12
- waits & AMI steps
- 19 triggers across the whole desk
- 16 checks that stay readable
- 25 actions covering the real job
- Waiting is a step, not a gap
New ticket triage and routing
When ticket created
SLA breach prevention
When sla approaching
Out-of-hours chat capture
When no agents online
Resolution follow-up and CSAT
When ticket resolved
Where the thinking happens
AMI
Ask it, or put it inside the workflow.
- 8
- workflow steps
- 7
- stages, shown live
- 0
- replies sent unapproved
- 100%
- answers carry sources
- Every answer cites where it came from
- It shows its working, not its reasoning
- A confidence floor on knowledge
- Hands over on a number you choose
Marek reported an SSO redirect loop on Tuesday. Tier 2 took it after a transfer, confirmed the identity provider was returning a stale assertion, and told him a fix would ship this week.
Where you find out
Reporting
Nine reports, no exports, no reconciling.
- 9
- reports
- 4
- time ranges
- 0
- exports involved
- 1
- set of records
- Executive overview
- SLA levels
- Ticket operations
- Channel performance and experience
Conversations
3,412+8.1%
SLA attainment
96.4%+1.9%
CSAT
4.6+0.2
Agents online
18/24