Put your support playbook on autopilot
Rules route and prioritize the moment a ticket lands, SLA policies and business hours keep your promises on the clock, and saved replies turn your best answers into a single keystroke.
Automation, SLAs & business hours
GetSupportX
- The rule engine
- Assignment
- SLA policies
- 8
- Action types per automation rule
- 0
- SLA breaches that slip by unnoticed
- Auto
- Round-robin and least-busy routing
- IANA tz
- Business hours and holidays
The rule engine
Triggers, conditions and actions that run themselves
Build rules that fire when a conversation is created, updated or replied to. Combine AND-conditions to target precisely, then chain up to eight action types — tag, assign, set priority, notify and more.
- Triggers on create, update and reply events
- AND-conditions target exactly the conversations you mean
- Eight action types: tag, assign, set status, notify and beyond
- Rules run instantly, every time — no manual sorting
- Triggers on create, update and reply events
- AND-conditions target exactly the conversations you mean
- Eight action types: tag, assign, set status, notify and beyond
- Rules run instantly, every time — no manual sorting
Assignment
Route work fairly with round-robin and least-busy
Stop hand-picking who gets each ticket. Round-robin shares the load evenly, while least-busy assignment sends new work to whoever has the most capacity — so no agent is buried while another sits idle.
- Round-robin distributes conversations evenly across the team
- Least-busy routing balances load by current workload
- Assign to teams and let members pick up from a shared queue
- Fair, automatic distribution — no manual triage bottleneck
- Round-robin distributes conversations evenly across the team
- Least-busy routing balances load by current workload
- Assign to teams and let members pick up from a shared queue
- Fair, automatic distribution — no manual triage bottleneck
SLA policies
First-response and resolution targets with breach alerts
Set the promises you make — first response within an hour, resolution within a day — and let SLA policies track them. When a target is at risk or breached, alerts fire so a manager can step in before a customer is let down.
- First-response and resolution time targets per policy
- Real-time tracking against every active conversation
- Breach alerts notify the right people before promises slip
- SLA compliance flows straight into your reports
- First-response and resolution time targets per policy
- Real-time tracking against every active conversation
- Breach alerts notify the right people before promises slip
- SLA compliance flows straight into your reports
Hours & macros
Business hours, holidays and saved replies
SLAs respect your business hours and holidays in the correct IANA timezone, so the clock doesn't run while you're closed. Saved replies and macros let agents send polished, consistent answers in a keystroke.
- Business hours and holiday calendars in your IANA timezone
- SLA clocks pause outside working hours automatically
- Saved replies and macros for fast, consistent responses
- Apply a macro to tag, reply and resolve in one action
- Business hours and holiday calendars in your IANA timezone
- SLA clocks pause outside working hours automatically
- Saved replies and macros for fast, consistent responses
- Apply a macro to tag, reply and resolve in one action
Built to make support faster and kinder
The details that turn a feature list into a support experience your customers actually feel.
Never miss a promise
SLA policies track first-response and resolution targets and alert you before a breach — so customers get the response times you commit to.
Fair, balanced queues
Round-robin and least-busy assignment spread work evenly, so no agent drowns while another sits idle, with zero manual triage.
Less busywork, more support
The rule engine and macros automate the repetitive sorting and replying, freeing agents to spend their time on actual customers.
Questions, answered
Rules trigger on create, update or reply, use AND-conditions to target precisely, and run up to eight action types — tag, assign, set status or priority, notify a channel and more. They fire instantly, every time the conditions match.
You can route new conversations with round-robin, which shares them evenly across the team, or least-busy assignment, which sends each one to whoever has the most capacity. You can also assign to a team for shared pickup.
SLA policies track first-response and resolution targets in real time. When a target is at risk or breached, breach alerts notify the right people so a manager can step in before a customer is let down.
Yes. Business hours and holiday calendars are set in your IANA timezone, and SLA clocks pause outside working hours so you're never penalized for time when you're closed.
Pairs well with the rest of the platform
Every feature shares one workspace, so they work better together.
See the whole customer in three panes
List, thread, and full customer context sit side by side, so agents reply with history in view and never ask twice. Assign, avoid collisions, and clear the queue without leaving the conversation.
See how it worksDrafts you can actually trust to send
The copilot grounds every reply in your knowledge base and cites its sources, summarizes long threads, and auto-triages the queue. Guardrailed auto-deflection handles the easy ones — on your keys or platform credits, never on shared models.
See how it worksKnow what your queue is really doing
Track volume and trends, first-response and resolution time, channel mix, CSAT, SLA attainment, and an agent leaderboard — the numbers you actually bring to the staffing conversation.
See how it worksSee GetSupportX in action
Start free on the same workspace your whole team will live in, or get a tailored walkthrough from our team.