Core build · 1–2 weeks
Every request becomes a ticket, whichever way it arrives.
Website forms, emails and messages all become proper tickets in one queue, with the clock running from when the customer wrote in.
Doing it by hand
Most support software assumes every request arrives by email. Anything that comes through a website form, a chat or a phone note has to be copied in by hand — so it joins the queue late, with nobody assigned, and your response time looks worse than it really is.
- Somebody copying non-email requests in by hand
- Requests joining the queue hours after they arrived
- How urgent something is depends on who looked at it
- No single place to see everything still open
What we build instead
One setup catches requests from everywhere and writes them all up the same way, works out what kind of problem it is and how urgent, then sends it to the right team. The clock starts when the customer wrote in — not when somebody noticed.
This one is built and running on our own systems. We can show it to you working on a call, including what happens when something goes wrong. We have not timed it properly yet, so we are not claiming any numbers for it.
Built inDeskPilotAsk to see it runningThe workflow
How it runs
The highlighted steps are the parts we build for you. The rest are things you already have.
- TriggerRequest arrivesAny channel
- ProcessWritten upSame way each time
- DecisionType & urgencyWorked out
- ActionTicket createdRight team
- ActionTeam notifiedSlack or email
- Website form
- Your support desk
- Slack
What you get
- One queue holding every request, however it arrived
- Each one sorted by type and urgency automatically
- Sent to the right team by your rules
- Response time measured from when the customer wrote in
- Support operations
- Small & mid-size business
- D2C & e-commerce
Related workflows
Others that fit the same business
Have a system that needs to work smarter?
Tell us what you're trying to automate, integrate or build. We'll tell you what it would take.