Use cases

Support triage: every call becomes a ticket with the right priority

The agent answers common questions itself and turns the rest into well-formed tickets, routed to the right queue.

The problem

Support lines mix password resets with outages, and billing questions with angry escalations. A human picks up in order of arrival and spends the first two minutes of every call collecting the same details.

Tickets created from phone calls are famously thin: a name, a phone number and "customer called about an issue".

How the agent handles it

1
Upload your help articles and policies. The agent answers the questions they cover and says when it is not sure.
2
For everything else it collects what your team needs: account, product, what happened, when, and how urgent it is for the caller.
3
It creates the ticket in your helpdesk with a clear subject, the structured details, the transcript and a priority based on your rules.
4
Urgent cases trigger a transfer or an alert while the caller is still on the line.

Example call

Caller
Our online ordering has been down since this morning and we're losing sales.
Agent
I understand, that's urgent. Which account is this for, and do you see an error message or just a blank page?
Caller
Al Reem Bakery. The page says payment provider unavailable.
Agent
Thank you. I've opened a priority-one ticket, number 7,301, and alerted the on-call engineer. You'll get a call within fifteen minutes and updates by SMS until it's resolved.

What you get

Tier-one questions answered without a ticket at all
Tickets that arrive complete, categorised and prioritised
Outages and VIP issues escalated in real time
Shorter queues and calmer customers, in English and Arabic

Tools this use case connects to

ZendeskCRM & salesZendesk provides customer support software with ticketing, live chat, and knowledge base features, enabling efficient…FreshdeskCRM & salesFreshdesk provides customer support software with ticketing, knowledge base, and automation features for efficient…HubSpotVerifiedCRM & salesHubSpot is an inbound marketing, sales, and customer service platform integrating CRM, email automation, and analytics…Zoho DeskCRM & salesZoho Desk is a context-aware helpdesk platform enabling support teams to track tickets, automate workflows, and gain…SlackVerifiedMessaging & team chatSlack is a channel-based messaging platform. With Slack, people can work together more effectively, connect all their…

1,500+ tools

Industries

What it costs

This use case fits the Growth plan at $149/month, with 600 minutes and 3 phone numbers included included. Beyond that, calls cost $0.25/min for standard voices. No contracts. Integrations are included from the Growth plan.

See pricing

Which helpdesks are supported?

Zendesk, Freshdesk, Zoho Desk and HubSpot tickets through the catalogue, plus any tool that can receive a ticket from 1,500+ integrations.

How does it decide priority?

From rules you write, for example "service down for a paying customer = P1". It records the reason on the ticket.

What if the caller insists on a human?

It transfers to the number you set, or takes a message and promises a call-back if nobody is available.