Announcing Conversations: Embedded Ticketing Software

August 27, 2015

We are incredibly excited to share a new product with you today that we're calling Conversations. Our goal since the beginning was to build a platform to allow businesses to provide better support to their customers.

Multiple Channels

The web has changed a lot in many recent years and customers are now wanting to communicate over many different channels, from traditional email to social media to in-app and they want support wherever they go. You can still setup an email address forwards to automatically create tickets and when you respond will come from your business.

We're happy to have integrations with Twilio to power SMS messaging and Twitter to start with more as you request them.

Expandable Integrations

There are several website widgets that support both authenticated sessions (behind a login wall) and unauthenticated and use sessions to allow customers to manage their tickets so they can continue where they left off with their last message. Our widgets have two primary types, inline and overlay. The overlay can be placed onto any page in a modal/box window that expand when a customer clicks "Help". The inline is like Guides where it blends into a page of your site and inherits the design. The widgets allow customers to contact your business as well as see a list of tickets and manage them as a ticket portal.

Pull in data from your billing system in real-time into the sidebar when viewing a conversation to be able to get a quick heads up for important metrics or information to make a reply to a customer that much faster.

We'll be adding one click 3rd party integrations such as CRM and payment systems like MailChimp and Stripe and notification tools like HipChat, Slack, and Zapier to keep you aware of what's going on down the road as well.

Team Collaboration

Conversations features what we are calling Mailboxes, each being a separate group of ticket buckets for organizing. You can separate your sales and support into two mailboxes, or if you have several businesses you could make one for each. Then we have important features like private notes, assignments, statuses.

Whether you're just starting out with your first website and want tools that will scale with your project as it grows or an enterprise business with hundreds of agents we think the tools should be easy to use and affordable to use by all to help push our vision of better customer support for everyone.

Give it a try and let us know what you think. Be on the lookout for our new API documentation which will give you complete flexibility for how you best want to use our platform.

Announcing Guides: An Embedded Knowledge Base Widget

April 25, 2014

Today we are happy to announce Guides, a powerful knowledge base widget that embeds into existing websites. We've been thinking for a while about what a future knowledge base system could look like, how it could work, and why it could be better.

No Separate Website

One of the biggest pain points in setting up a knowledge base is setting up another website. It can be time consuming to setup and maintain styling with your main website when any redesign or changes happen. Your content lives on your website and inherits your existing design and blends right in.

Simple To Integrate

Since it's a widget, to install you just copy the JavaScript code to any page of your website. Similar to how you would setup Facebook Like or Tweet buttons. The installation of Guides into an existing website can be done in 30 seconds. The reason for this is simple, when in the context of your own site and layout managing your content allows you flexibility and to visually see your content come alive in your design.

Powerful Content Management

You manage content not only in our control panel, but live on your website using the widget. We have an amazing WYSIWYG editor with HTML and Markdown support to manage articles.

Copy. Paste. Customer Support.

We think we've come up with something pretty great and are excited to how you use it. We've got more planned in the road ahead so if you have any features you want to see, feedback or issues please let us know.