D7.1Included
One queue
Requests from every channel in one place, each with an owner and a status.
Detail D7 — Support
A support desk that keeps up.
When support lives in a shared inbox, things slip: two people answer the same email, an urgent one waits two days, the same question gets answered from scratch every time. We set up a support system that sorts and routes each request, drafts a reply from your own knowledge base and makes sure nothing goes unanswered.
- Price
- On request
Fig. D7.1 — A support requestNot to scale
Request arrivesEmail · Form · Chat
Sorted and routedP1Topic · Urgency · Owner
Reply draftedP1From your knowledge base
Agent checks and sendsTracked until resolved
Table D7 — Scope
What a support system includes.
D7.2Included
Sorting and routing
Each request tagged by topic and urgency and sent to the right person.
D7.3Included
Knowledge base
Your answers, policies and how-tos written up once, so people and AI can reuse them.
D7.4Included
Drafted replies
A suggested reply for each request, from the knowledge base, for your team to check and send.
D7.5Included
Response-time alerts
A warning before a request goes unanswered for too long.
D7.6Included
Patterns
Regular summaries of what customers are asking about, so the causes get fixed.
Notes — How it differs from a chatbot
This is for your team, behind the scenes.
- 01Customers write to you as they do now. Nothing changes on their side.
- 02Your team still sends every reply. The system does the sorting and the first draft.
- 03It pairs well with an AI chat assistant, which can take the simple questions before they reach the queue.
Table D7.2 — What we measure
How you'll know it's working.
- Time to first reply
- How fast customers hear back
- Time to resolve
- How long problems stay open
- Requests per person
- Capacity freed up
- Top request topics
- What to fix at the source
General notes — FAQ
Questions about support systems.
Do we need a helpdesk tool?
Not always. Small teams can run this from a shared inbox with the right automation around it. If a helpdesk tool makes sense, we'll recommend one and set it up.
Who writes the knowledge base?
We draft it from your past replies, documents and a few conversations with your team, and you check it. After that, it grows as new questions come in.
Can replies be sent automatically?
For simple, low-risk questions, yes, if you want them to be. Most teams start with drafts and switch on automatic replies one topic at a time.
Fig. D7.2 — Next step
Give your support team some breathing room.
Tell us how support works now and roughly how many requests you get a week. We usually reply the same working day.