Products
Six products. One record underneath.
Each one is useful on its own. Together they are the reason a request never has to be explained twice — they share the ticket, the customer, the statuses and the taxonomy.
Where the conversation starts
Live Chat
A messenger you embed on your site and an agent workspace built around it. Conversations arrive in a filterable inbox, open beside the customer record, and become tickets when they outlive the session.
Inbox, thread and context in one screen
The conversation list, the message thread and the customer panel sit side by side, so an agent never loses the thread to find a detail.
Filter by status, priority and category
Search across conversations and narrow the queue by the same fields the rest of the platform uses — no separate taxonomy to learn.
Public replies and private notes
Notes stay internal to your team. Public replies are delivered to the customer over the channel the conversation came in on.
A messenger you can style
Colour, copy and placement of the support messenger are configured in settings, with a live preview of every change in context.
Every channel, one record
Where the work is tracked
Support Tickets
Email, web forms, phone notes and offline chats resolve to one ticket record. Status, priority, ownership and every lifecycle event live on a single timeline.
One record, every channel
A request raised by email, from the web form, over the phone or from an offline chat becomes the same ticket — there is no second ticket model.
A lifecycle you can read
Open, Waiting on Customer, Pending, Resolved and Closed, with Low through Urgent priority. The states mean the same thing everywhere in the platform.
Messages and activity on one timeline
Replies, internal notes, assignments, transfers, escalations, priority changes and reopens appear in order on the thread.
Answer with what you have already written
The composer can pull a knowledge base article straight into a reply and record which articles were referenced.
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
Categories, articles, FAQs and product news, authored in the app and published to your own subdomain or custom domain — then reused inside replies and by AMI.
Provisioned, not built from scratch
Setting up a help centre creates the workspace, the domain, starter categories and starter articles, then publishes it.
Your subdomain or your own domain
Publish to an Epkora subdomain or point a custom domain at it. Visibility can be public, unlisted or private.
Articles, categories, FAQs and news
Four content types, each with draft and published states, edited in a rich editor with images and formatting.
Search analytics that show the gaps
Views, visitors, searches and the no-result rate tell you which questions your content does not answer yet.
Refunds and duplicate charges
Account & billing
Reading your invoice
Account & billing
Changing your billing cycle
Account & billing
Where the process runs
Workflows
A builder where a trigger leads to a readable tree of checks, actions, waits and AMI steps. Built to be authored by the support manager who owns the process, not by an engineer.
Triggers across the whole desk
Tickets created, replied to, assigned, resolved or reopened; chats started, transferred or abandoned; SLA deadlines approaching or missed; or a fixed schedule.
Branching that stays readable
Split by priority, status, category, impact, channel, customer plan, team, tag or your own custom field — each path named, with an explicit "everything else".
Actions that cover the real job
Assign and route, update status, priority, category and tags, message the customer, notify a team or a manager, escalate, and open or close tickets.
Waiting is a first-class step
Wait for a duration, wait until you are open again, wait for a reply with a timeout path, or wait for a share of the SLA target to elapse.
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
AMI is not a bolted-on chatbot. It is an assistant your team can talk to directly and a set of steps any workflow can call — reading the request, searching your knowledge base, and drafting the reply.
Answer, and know when to stop
AMI can reply using your knowledge base with a tone you set, and hands over to a person after a set number of turns or the moment it is out of its depth.
Search before anyone spends time
A knowledge base lookup with a confidence floor. Above it, the answer can go straight to the customer; below it, the flow takes the human path.
Classify, and read intent
AMI picks the right category from the list you allow, and works out what the customer actually wants — a refund, a bug report, a question.
Suggest a priority
Weighed against the wording, the customer and the impact, with a ceiling you set and the choice to apply it automatically or leave it as a suggestion.
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
An executive overview plus dedicated reports for customer operations, workforce and growth — reading from the same records your team works in, not from an export.
Executive overview
Conversation volume, SLA attainment, CSAT and active agents, with created-versus-resolved trend and channel mix on one screen.
SLA levels
First-response and resolution attainment against the targets set per priority, with met, at-risk and breached broken out.
Ticket operations
Throughput, backlog and handling across the ticket lifecycle, using the same statuses your agents work in.
Channel performance and experience
How chat, email, web form and phone compare on volume and CSAT, and where customer experience is moving.
Conversations
3,412+8.1%
SLA attainment
96.4%+1.9%
CSAT
4.6+0.2
Agents online
18/24
Start with one. The rest is already wired in.
Nothing here is an add-on you have to integrate later.