1.Team inbox

Track and manage incoming support tickets from multiple channels with one inbox.

2.Agent collision detection

Ensure that multiple agents don’t wind up working on the same ticket by accident.

3.SLA management

Set deadlines for ticket response and resolution based on different business hours or categories.

4.Ticket field suggester

Automatically suggest ticket fields to categorize, prioritize, and route incoming tickets.

5.Thank you detector

Prevent reopening of tickets when customers respond with a thank you.

6.Custom ticket status

Create custom statuses that suit your workflow to identify what stage a ticket is in.

7.Scenario automation

Perform multiple actions on a ticket with a single click by automating repeated actions.

8.Canned responses

Provide quick, consistent responses to common questions by creating preformatted replies.

9.Chatbot powered by Freddy AI

Deliver instant and precise answers to your customer's questions for faster resolutions.

10.Help widget

Show helpful solutions based on where your customers are — on your website, mobile app, or even chat!

11.Automatically suggest solutions

Allow relevant solutions to pop up for customers, saving time for your agents and customers.

12.Email to Kbase

Let agents convert their ticket replies into knowledge base articles, as they reply.

13.Feedback mechanism

Writers will be notified automatically about feedback on their articles so they can implement them.

14.Solution article analytics

Monitor article metrics like number of views, likes, and dislikes. Reset metrics when the article is revamped.

15.Forum moderation

Set up moderation workflows to ensure posts violating your guidelines don't go live immediately.

16.Link forum topic to ticket

Convert critical issues raised in the community into tickets so they get the required attention.