Customers find answers before they need to email.
The most effective ticket is the one the customer answered themselves. Every tier includes an AI-powered self-service knowledge base — no premium add-on, no per-article pricing.
Beyond a traditional help centre.
Three things a KB has to do if it is going to deflect tickets instead of padding a sitemap.
AI search — intent, not keywords
If a customer asks 'where's my parcel?' we match your 'Tracking your order' article — even though the words do not overlap.
Article analytics
See which articles drive the most deflection, which searches return zero results and which articles need updating.
Agent-facing sidebar
While an agent reads a ticket, the same KB articles surface in the sidebar as suggested replies. One source of truth.
Build once, search everywhere.
Write an article once. Customers find it from your help centre. Agents see it as a suggested reply in the inbox sidebar. The AI consults it when auto-resolving tickets. One source of truth, three surfaces.
One KB, three consumers
- Customer: self-service search on your help centre.
- Agent: sidebar suggestions while reading a ticket.
- AI: knowledge source for auto-resolution and suggested replies.
Related: AI · Analytics · Automation · Pricing