Customer Service
A support desk where customers raise tickets and your team — or your AI agent — answers in real time.
Customer Service manages support tickets with live messaging between your team and your client-portal users. It's for anyone fielding customer questions, complaints and help requests.
What you can do
- Let portal customers open support tickets and message your team back and forth in real time.
- Track every ticket's status — open or closed — with the full response history on each.
- Respond to, escalate and close tickets from one queue.
- Turn on an AI auto-responder that answers open tickets automatically as a dedicated support agent.
- Give the auto-responder custom instructions — your policies, tone of voice, and what to escalate.
- Catch anything the agent can't handle in an Escalations queue, with email alerts to the right people.
- Show customers their open tickets as a glanceable widget on their portal dashboard.
How to use it
An administrator switches Customer Service on from Settings → Apps, then enables it on a client portal so customers can raise tickets from their dashboard. Tickets land in your queue, where your team replies, escalates or closes them.
To run support hands-off, enable the AI auto-responder and assign it a support-agent user. It then answers open tickets every minute, following the custom instructions you give it, and hands anything beyond its remit to the Escalations queue so a person can step in. You stay in control of tone, policy and what always needs a human.
Working with your agent
Describe what you need and your agent triages, drafts replies and surfaces what needs your attention.
You: "Summarise the open tickets and tell me which ones look urgent"
Agent: Lists each open ticket with a one-line status and flags the ones to prioritise.
How it fits
Tickets connect to the people in Contacts, replies go out through your Inbox, and customers raise them from the client portal. Your agent can read, answer and escalate tickets, so routine support runs itself while your team handles the exceptions.
Tip. Spell out your refund and escalation rules in the auto-responder's custom instructions — clear policy is what lets it answer confidently and escalate the rest.