Customer Service
Turn any company mailbox into tickets with an assigned team, a priority and a board: every incoming email stops being a message somebody has to remember to answer.
It works equally for customer service, technical support, the sales mailbox, purchasing or administration. Email comes in, becomes a ticket and is assigned to the right team, manually or by rules, with its label, status and owner. The customer gets an automatic acknowledgement and from then on every reply stays in the thread.
SLA policies measure what can actually be held against you: time to first response and time to resolution, with a warning when a ticket is about to breach them. Canned replies handle whatever repeats without writing the same thing fifty times, and AI classifies incoming messages so they reach the right team from the start.
Tickets are shown as a list or a kanban board, and customers can check the status of their request from a portal without picking up the phone. The dashboard shows workload per agent, response times and which issues keep coming back, which is what lets you attack the cause instead of just answering faster.
From mailbox to tickets
A shared mailbox is not a support system
While customer service lives in an email account four people watch, the same three things always happen: some messages get answered by everyone, some by nobody, and there is no way to know how many there were.
Here every incoming email becomes a ticket with its number, status, priority and owner. It is assigned to the right team manually or by rules, labelled by subject type, and the customer receives an automatic acknowledgement, which already prevents half the "did you get my email?" calls.
Tickets are shown as a list or a kanban board, depending on whether you prefer to work by priority or by status, and those left inactive close themselves after a warning.
Service commitments
SLAs measure what customers can actually hold against you
A service level agreement plays out in two stages, and they should not be confused: how long somebody takes to reply and how long it takes to resolve. You can meet the first and miss the second, and they are different complaints.
Policies are defined per priority and per team, and the system warns when a ticket is about to breach them, not once it already has. With that, the conversation stops being about impressions and becomes a percentage.
What really saves time
- Canned replies for whatever repeats, inserted and adjusted rather than written from scratch.
- AI classification of incoming messages, so they reach the right team without passing through an intermediate inbox.
- Auto-assignment across a team's agents, using whichever distribution strategy you choose.
Customers and numbers
Let customers see their request without calling
Every ticket has its page in a portal where whoever opened it can check the status, read the replies and add information. Follow-up calls (which add nothing and tie up two people at once) drop on their own.
On the other side, the dashboard shows what you need to run the service: workload per agent and per team, average response and resolution times, SLA compliance and volume per label.
That last figure is the most profitable one to watch. When a single issue generates forty tickets a month, the answer is not to reply faster: it is to fix what causes them, or publish it in the FAQs so it stops being asked.
Clearing things up
Frequently asked questions
Answers to what we get asked most.
Does it work for any company mailbox?
Yes: customer service, technical support, the sales mailbox, purchasing or administration. Each with its own team, labels and statuses, and incoming emails turned into tickets with a number and an owner.
What exactly does an SLA measure here?
Two different times that should not be confused: time to first response and time to resolution. Policies are defined per priority and per team, and the system warns when a ticket is about to breach them, not once it already has.
Can customers check their ticket without calling?
Yes. Every ticket has its page in a portal where whoever opened it sees the status, reads the replies and adds information. Follow-up calls, which tie up two people and add nothing, drop on their own.
Does AI help route the tickets?
Yes, it classifies incoming messages so they reach the right team from the start, without passing through an intermediate inbox. On top of that there are canned replies for whatever repeats and automatic distribution across a team's agents.
CRM and sales management
Opportunities in kanban, list and calendar views, with email, tasks and quotes attached to every deal. Plus a mobile app that records what happens on the road by voice.
Opportunities and sales pipeline
The complete sales pipeline in three views of the same information: kanban to move each opportunity from stage to stage, a list to work in volume with filters, and a calendar to see what is due this week.
View moduleTasks and sales activity
Every opportunity builds up its own tasks (the follow-up call, the visit, sending the proposal) assigned to a person with a deadline and a reminder.
Quotes from the opportunity
The sales quote is generated from the opportunity itself, with the customer and their commercial terms already filled in, and stays linked to it.
Integrated email and tracking
Company email is read and answered inside the CRM itself, and every message stays attached to the opportunity it belongs to.
Mobile app with voice AI
Native Android and iOS apps for reps working on the road: walking out of a meeting they say out loud how it went, and AI transcribes it and updates the opportunity.
View moduleAutomatic leads from your website and inbox
Your website contact form creates the opportunity in the CRM the moment somebody submits it, with its source tagged and its owner assigned.
View module