Tickets, SLAs, knowledge base, chat, and AI suggestions all reading the same CRM record. Email and web chat unified into one queue, with no second login and no separate seat count.
Each capability is exercised by the same data your CRM, KB, and projects modules use. The AI on the right side of the ticket is the same AI that drafts your follow-up emails.
Email, chat widget, and form submissions land in the same triage queue. Routing rules dispatch to teams or owners based on sender, subject, account, or AI intent.
First-response and resolution SLAs by priority, plan, or contract. Pauses on customer-waiting status, escalates on breach, and surfaces upcoming-breach tickets at the top of the queue.
Custom labels and priorities, ticket templates for repeat issues, canned replies with variables — operational tools agents reach for every hour.
Merge duplicates with full audit, split a long thread into two issues, link tickets to a project task or a known incident. Comments and history stay intact.
Tiptap-edited articles with versioning, public portal for customers, internal sections for agents. Search reads the same hybrid index as the rest of Workestra.
The Entity AI panel reads the ticket + customer history + KB + similar past tickets. Suggested replies, suggested labels, suggested status — all reviewable, never auto-sent.
HNSW vector search ranks past resolved tickets by semantic similarity. Agents see how the same issue was solved last time without leaving the record.
Comments thread on every ticket, @-mention to pull in the right teammate, emoji reactions for low-noise acks. The same comment surface as projects.
Post-resolution survey shipped with the closing email, scored and aggregated into the analytics module. Trend by agent, label, and source.
Outbound replies use the workspace email backplane (DKIM, threading, idempotency). Inbound replies route back to the same ticket — no orphaned threads.
Drop-in chat widget that creates tickets in the same queue, identifies the contact via your CRM, and persists across sessions. Same agent UI as email.
First-response time, resolution time, backlog age, agent load, label distribution, and CSAT — live, filterable, sharable in the Analytics module.
Routing a ticket to engineering, escalating to a project, or quoting a customer history works without exporting anything. Workestra ships the connective tissue.
Every ticket is attached to the contact and company in CRM. Agents see the deal, the value, and the owner without context-switching.
The same KB powers the public help portal and the agent's quick-reply panel. Edit once, served everywhere.
Escalate a ticket to a project task in one click — keeping the originating ticket, the customer, and the comment thread linked. Status flows back.
Email and Slack messages create tickets via the shared inbound router. Routing rules are workspace-scoped, not channel-specific.
Every reply, status change, and merge is audited. Idempotency keys prevent duplicate replies on retried sends.
Support-specific AI tools — draft reply, summarize thread, find similar tickets, classify intent — exposed to the Copilot and over MCP.
Zendesk and Intercom are great help desks, expensive at scale, and disconnected from the rest of your stack. Workestra gives you the help desk and the rest of the stack.
Forward your support inbox, drop in the chat widget, and import past tickets from a Zendesk / Intercom export. Workestra reads them and your team works the same Monday.
No credit card required. Migrate anytime.