Objectives, comments, and notes
Reply to customers and keep private notes for the team on one objective, with priorities from low to all-out emergency.
Product
Everything your desk needs, nothing it doesn't.
Objectives, every channel, on-call, monitoring, and AI across all of it. Here's what you get on day one.
Objectives
A queue that carries its own context
The objective is the unit of work, and it remembers everything that happened to it.
Service levels
Set the response and resolution times you promise, and watch at-risk objectives light up before you miss them.
Automatic routing
New objectives reach the right person on their own, and the routine steps happen for you, so no one's babysitting the queue.
Time tracking and saved replies
Track billable and non-billable time on any objective, and fire off polished answers to the common questions in a click.
Channels
Every way a request arrives
Email, phone, portal, and chat all land in the same queue, threaded to the right objective.
Customers email you like always. It becomes a tracked conversation, replies come from your own address, and the thread stays together.
Phone
Take and make calls from any objective, set up your phone menu and after-hours cover once, and record calls when you need to.
Branded customer portal
Each customer gets their own portal, on your domain or theirs, to raise objectives, read your guides, and call for help.
Chat
Message your team and your customers directly, and pull your Slack and Teams chats in alongside everything else.
Operations
Built for teams that run the systems
The part a help desk leaves out. On-call, monitoring, and alerting live on the same desk as the objectives.
On-call rotations
Weekly, daily, or custom rotations with overrides, holidays, and follow-the-sun handoffs. The right person is always on the hook.
Monitoring
Get told the moment a job or service stops checking in, so you're on it before your customers ever notice.
Alerts and escalation
Raise an alert to everyone, the on-call rotation, a role, or named people. Acknowledge, resolve, escalate up, and link it to an objective.
Assets and environments
Track hardware, cloud, and software assets by customer and location, grouped into the environments they belong to.
AI
AI woven through the work
Not a chatbot in the corner. AI runs across the channels, the queue, and search.
AI voice agent
Answers calls, email, and portal messages like a teammate, creates and updates objectives, and hands off to a human when it should.
Find anything, fast
Ask in plain words and get the right objective, customer, or guide in seconds, from anywhere in the app.
Spam, gone
Phishing and junk are caught before they reach your queue, with risky links held until someone says they're safe.
Summarised objectives
Turn a long message thread into a clean objective with an AI-written summary, so the next person picks it up in seconds.
Collaboration
A desk your team works in together
Live, shared, and built for handoffs between people who are rarely in the same room.
See each other work
Watch who's on an objective and what they're doing in real time, so two people never end up replying at once.
Calls and meetings
In-app voice and video between technicians and with customers, with call waiting, hold, and guest links that need no account.
Knowledge base
Write internal and customer-facing articles, organised by section, searchable, and offered in the right place inside an objective.
Voicemail to objective
Missed calls and portal voicemail, including video and screen share, are transcribed straight into an objective as an internal note.
Platform
An open, multi-tenant foundation
Everything you can do in the app, you can do from your own tools, and every customer's data stays walled off.
Open API and webhooks
Build on top of the desk and get a nudge whenever something happens, so it slots into the tools you already run.
Easy, safe sign-in
Your team signs in with the accounts they already have, like Google or Microsoft, and access is simple to grant and take back.
Audit logs
Every create, update, and delete is recorded with the user and a timestamp, including the actions taken by the AI agent.
Multi-tenant and custom domains
Customers, contacts, and environments with strict isolation, sub-organisations for holding companies, and custom-hostname portals.
See it on your own queue.
Spin up a workspace in minutes. The AI agent and the operations stack are ready on day one.