Built for: CX, service and location teams.
What you can do
Open cases automatically
Rules on NPS or CSAT thresholds, keywords, unfinished surveys and VIP status, combined with all-of or any-of logic.
Route to the right owner
Routing rules assign each case to the person or team who can fix it.
Work the queue
Overdue, due today, unassigned, snoozed and resolved views, with bulk reassignment.
Everything on one timeline
Status changes, reassignments, actions, custom fields and outcomes in a single case timeline.
Reply to the customer
An acknowledgement email when a case opens, and AI-drafted replies the owner reviews before sending. Nothing is sent to customers until your organisation switches customer email on.
Verify recovery
A follow-up survey after resolution measures whether the customer’s score improved, and records whether they recovered.
Share status with the customer
A login-free link where the customer can see the status of their case. Links can expire and can be revoked at any time.
Measure performance
Case volumes, resolution times and recovery rates over any date range.
Connecting your tools
- Send case events to Jira as issues or to ServiceNow as incidents.
- Signed webhooks for case created, assigned, in progress, resolved and closed, action logged and outcome recorded.
- In-app and mobile push alerts for owners when a case is assigned, overdue or back from snooze.
- Email templates for customer communication, with preview.
Works with
- Customer Experience: the survey programme that feeds most cases.
- Root Cause Analysis: find the causes behind repeated cases.
- Action Plans: turn a pattern of cases into improvement work with a target.
- Service Experience: open cases straight from customer service conversations.