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Support

Support is where customer problems land and get resolved. You track issues as tickets, see how the queue is holding up against your response targets, and work each one to a close with comments, knowledge-base lookups, and optional AI assistance. The Voice Agent adds a phone channel: an AI agent that answers and places calls, and hands off to a person whenever you want it to.

What's included​

PageWhat it's for
SupportSupport Tickets — track customer issues and team responses
Voice AgentAn AI voice agent that answers and places calls, with human takeover at any point

Getting started​

  1. Open Support from the sidebar. The ticket list loads with a queue-health summary above it.
  2. Choose New ticket to capture an issue. Enter a Title and Description, set a Priority, and choose Create ticket.
  3. Click a ticket to open it. Set the Assignee and choose Save changes so it has an owner.
  4. Use Add comment to record what you did or said.
  5. Update the Status as the ticket progresses, and use the Status and Priority filters to find what needs attention.

Reading the queue​

The top of the ticket list tells you whether you are keeping up, without needing a report.

  • Open — the total, broken down into new, in progress, and pending.
  • SLA at risk — how many tickets have breached their target and how many are close.
  • Oldest open — the age of the longest active ticket.
  • Resolved — how many closed in the last 30 days, and the average time to resolve.

Below that, an analytics band compares the last N days against the prior period for Created, Resolved, Resolution rate, and Avg resolution, plus your Top categories.

If the list looks empty, check your filters before creating a new ticket.

Working a ticket​

  1. In Details, edit the Title, Description, Priority, and Assignee, then choose Save changes.
  2. Use the Knowledge base panel and choose Search to run a semantic search across your workspace knowledge for related articles.
  3. Open AI assistance if you want a second opinion. Each panel runs only when you choose Run — nothing is generated automatically. Triage suggests a priority, category, sentiment, and SLA target; Routing suggests a team and skills; Resolution ideas suggests fixes and relevant articles; Escalation gives a decision on whether to escalate and next actions.
  4. Treat every suggestion as input, not a verdict. The confidence figures are the model's own estimate, and the AI panels never change the ticket for you — you still set the priority, pick the assignee, and decide whether to escalate.
  5. Delete ticket under Danger zone removes the ticket and all its comments permanently.

AI panel calls cost money, and the LLM spend this month card tracks it. Choose Set cap to enter a Monthly cap (USD), pick a hard cap that blocks calls once reached or a soft cap that only warns, and set an Alert threshold (%). Alerts appear in-app; you can add Email or SMS recipients.

Handling calls with the Voice Agent​

The Voice Agent works from the same context and action tools as chat, so it can handle support and scheduling intents, qualify leads, and run dunning calls. A person can step in at any moment.

  1. Open Voice Agent. Placing or receiving calls requires a telephony provider to be configured first; without one, outbound calls fail with a message saying so.
  2. Choose New outbound call, enter a To number and a Purpose, and optionally an Opening line. Leave it blank to use the default script for that purpose. Choose Place call.
  3. The Calls table lists Direction, Purpose, Number, Intent, Status, and start time. Choose Open on any row for the detail.
  4. In the call drawer, follow the transcript as it builds. Choose Take over to stop the agent auto-responding; a banner then confirms a human has the call and the agent will stay silent.
  5. When a call is done, record a Disposition and choose Complete.

Review transcripts of the calls that matter, particularly early on. The agent works from transcribed speech and can misread a caller, so take over as soon as a call goes somewhere you would not want.

Availability​

Support is on by default for the agency, e-commerce, SaaS, and general industry packs only. Other packs switch it off, and you can turn it back on yourself — see Modules, packs, and plans.

There is no entitlement gating on this module. No plan, add-on, or purchase is required for the ticket queue or the Voice Agent, though the Voice Agent needs a configured telephony provider before it can place or receive calls.