Support & Help Desk
Tickets, queues, SLAs, macros, CSAT and the website chat widget.
Tickets
Ticket lifecycle, channels, statuses, assignment, notes and permissions.
Queues & routing rules
Configure queues, assignment strategy and routing rules; understand matching order.
SLAs & escalation
Respond and resolve targets by category, tiers, breach handling and escalation.
Categories & macros
Organise tickets with categories and speed replies with reusable macros.
CSAT
Collect satisfaction ratings after resolution and act on the results.
Website chat to tickets
How the widget answers with AI, escalates and turns conversations into tickets.
Knowledge base
Write, organise and publish articles that power self-service and the AI answers.
Live chat & AI handoff (advanced)
Run the live queue, understand AI/WAITING/LIVE modes and design good escalation.
Ingest channels & public widget config (advanced)
How email, chat and API sources become tickets, and how the widget reads per-workspace settings.
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