Skip to main content
CustomersSupport

A customer help desk with email, web forms, chat, SLAs, a knowledge base and a customer portal.

Support is the help desk for your customers. Tickets arrive by email, web form, chat or the portal, are routed to the right agent and tracked against SLAs on your business hours. Customer details, AMC contracts and outstanding dues come from CRM and Books, so agents see the whole account on the ticket.

Talk to salesRead the Support guide
Support tickets list with saved views, filters, contacts, status, priority and SLA timers.Support tickets list with saved views, filters, contacts, status, priority and SLA timers.

Key capabilities

  • Email, web form, chat and portal ticketing
  • SLAs on business hours with state holidays
  • Round-robin, load and skill-based routing
  • Knowledge base, help centre and community
  • AMC contracts and dues from Books on the ticket
  • CSAT and NPS surveys with reports
What it does

Support in detail

Channels and ticketing

Bring every customer request into one queue, whichever way it arrives, and keep conversations threaded.

  • Inbound email address per brand, with threading, attachments and loop protection
  • Hosted web form and embeddable widget with help search, chat and a contact form
  • Live chat console; missed or finished chats become tickets
  • Phone, WhatsApp and walk-in requests logged by agents, with click-to-chat links
  • Merge, split, link, parent-child tickets, custom fields and ticket forms per type

Routing and agent productivity

Assign tickets to the right group and agent automatically, and give agents tools to answer quickly without stepping on each other.

  • Groups with manual, round-robin, load-based or skill-based assignment
  • Availability that respects People leave, weekly offs and shifts
  • Macros, canned responses with placeholders, and canned forms
  • Collision warnings when someone else is viewing or replying
  • Internal notes with mentions, side conversations with third parties, and time logs

SLAs and automation

Set response and resolution targets that run on your business calendar and escalate before they are missed.

  • SLA policies by customer tier, company, group, type or channel
  • Business hours with holidays from the People calendar of a state or location
  • Clock pauses while waiting on the customer or a third party
  • Reminders at 75 percent, breach alerts and a second escalation level
  • Event and time-based automation rules, blueprints for guided processes, and webhooks

Knowledge base, help centre and community

Publish answers so customers can help themselves, and suggest them to agents while they work.

  • Articles with versions, review and approval before publishing
  • Branded public help centre per brand, with search
  • Article translations per language with a language switcher
  • Article suggestions while customers type, and similar resolved tickets for agents
  • Community topics with questions, ideas, votes and accepted answers

Customers, contracts and the portal

Know who you are helping and what they are entitled to, and let them follow their tickets online.

  • Companies and contacts linked to CRM accounts or Books customers
  • AMC, support plan and warranty contracts with ticket and hour allowances
  • Raise AMC invoices through Books, or detect them from posted invoices
  • Outstanding Books invoices shown beside billing tickets
  • Customer portal for raising, tracking, replying to and rating tickets

Reports and surveys

Measure volume, speed and satisfaction, and share the numbers on a schedule.

  • Dashboards for backlog, first response, resolution and SLA compliance
  • CSAT after resolution and a quarterly NPS survey
  • Agent, category, knowledge base and contract reports
  • Report builder with dashboard pins and scheduled CSV emails
Built for India

Indian rules, built in

Business hours, invoicing and data handling are set up for Indian companies.

How Thoshika handles Indian compliance

  • Business hours in IST with state and location holiday calendars from People
  • AMC invoices raised through Books with GST
  • +91 number matching for logged calls and WhatsApp click-to-chat links
  • DPDP Act: consent source on contacts, retention settings, data export and an approved erasure process
Who uses it

Roles in Support

Every person signs in once. Roles decide what they see, and can be limited to a location, branch or other scope where the app supports it.

Support admin

Configures channels, groups, SLAs, automations, the help centre and the portal; approves articles and erasure.

Support agent

Works tickets in their groups, replies, adds notes, merges tickets and drafts articles.

Collaborator

Reads tickets in their groups and adds internal notes without replying to customers.

Customer

Uses the portal to raise, follow and rate their own tickets and read articles.

Works with

Connected to the rest of Thoshika

Apps share one directory, one sign-in and the same records, so nothing is keyed in twice.

CRM

Companies and contacts link to CRM accounts, agents can open a deal from a ticket, and tickets show on the CRM account.

Books (accounting)

Customer records, outstanding dues on the ticket, and AMC invoices raised and detected in Books.

Projects

Bugs and change requests become Projects tasks, and task status shows on the ticket.

People (HR and payroll)

Agents are People workers, and leave, weekly offs and holiday calendars drive routing and SLA clocks.

Field Service

Agents can create a field job from a ticket, and job updates are logged back on the ticket.

On the roadmap

Planned work, not available today. Timing is not committed.

  • Custom objects
  • Custom roles
  • Reusable content blocks in articles

See Support with your own processes

Support is available on its own or as part of Thoshika One, with every app for every employee.

Talk to salesSee pricing