Customer service software that brings every channel into one queue
Ticketagent is customer service software for teams that answer customers across email, live chat, web forms and their own apps. Every conversation lands in one queue, each customer keeps one thread, and the answers stay consistent because agents and the AI agent draw on the same knowledge base. SLAs per customer tier, CSAT surveys and clear reports show whether service is getting better or worse.
Multichannel customer service in one place
Customers pick the channel, your team should not have to. Ticketagent collects every channel into the same tickets, with the same rules, SLAs and reports.
- Email: each inbox gets a forwarding address, and replies go out from your own support address
- Web form widget: structured requests with the fields you need, embedded on your site or in your app
- Live chat widget on Team and Business, with chats that become tickets when they need follow-up
- REST API: tickets from your app, your store or any system that can make a request
- One thread per customer, so a chat followed by an email is one conversation, not two
Consistent answers from the knowledge base
Inconsistent answers are one of the fastest ways to lose a customer's trust. In Ticketagent the public help center and internal articles are the single source for answers. The AI agent drafts replies grounded in those articles and shows the cited article to the agent, canned replies cover standard wording, and article feedback shows which articles confuse customers. When agents solve a new kind of problem, Ticketagent suggests an article from the resolved ticket. See knowledge base software for how the help center works.
SLAs per customer tier
Not every customer is on the same contract. On Team and Business you set SLA policies per customer tier and per priority, for example tighter targets for enterprise accounts, with business hours and holidays taken into account. Breach warnings reach the assignee before a target is missed, and escalations reach the lead when it is.
CSAT surveys and reporting
On Team and Business, a short CSAT survey goes out when a ticket is solved. Reports cover volume by channel, first response time, resolution time, SLA attainment, AI resolution rate and CSAT, so you can see which channel is slow, which tier is at risk and which topics produce low scores. Business adds custom reports and scheduled exports for leadership.
AI that answers routine requests
The AI agent resolves tickets that match the intents you approve, above the confidence threshold you set, on every channel. When it is unsure, it hands over to a person with a summary. Every AI action is logged, and customer data is not used to train shared models.
How to set up multichannel customer service
Connect email by forwarding your support address, then add the web form widget and, on Team, the live chat widget.
Create customer tiers (for example standard, premium, enterprise) and tag customers accordingly.
Set an SLA policy per tier and priority with your business hours.
Build routing rules by channel, tier, language and keyword, with AI classification filling category, priority and sentiment.
Publish help center articles and switch on AI drafts, then approve intents for auto-resolution.
Turn on CSAT and review the reports weekly.
Example SLA targets per customer tier
Targets a customer service team might configure. You set your own.
| Customer tier | Channel | Priority | First response target |
|---|---|---|---|
| Enterprise | Email or chat | High | 30 business minutes |
| Enterprise | Normal | 2 business hours | |
| Premium | Email or chat | Normal | 4 business hours |
| Standard | Email or web form | Normal | 1 business day |
| Any tier | API (from your app) | By rule | By tier |
Running a service team across time zones and languages
Customer service rarely happens in one office. Ticketagent handles business hours and holidays per SLA policy, so the clock pauses outside the hours you promise. AI classification detects the language of each ticket, and routing rules send it to agents who speak it. Round-robin and load-balanced assignment on Team keep the workload even, collision detection prevents two agents from replying to the same customer, and views give each lead a list of what is at risk right now.
Customer service software questions
Email, the web form widget and the REST API on every plan, and the live chat widget on Team and Business.
Yes, on Team and Business you set SLA policies per customer tier and priority.
On Team and Business, a CSAT survey goes to the customer when the ticket is solved.
Agents and the AI agent draft from the same knowledge base, and the cited article is shown with every AI draft.
Yes, Business includes up to 5 brands and help centers in one workspace.
No, customer data is not used to train shared models.
Pricing
Starter is $29 per agent per month for email and web form service, Team is $59 with live chat, CSAT and SLAs per tier, and Business is $99 with multiple brands, AI agent actions and custom reports. Yearly billing costs less per seat. See help desk software pricing.