Centralize every conversation, SLA, and assignment in one clean workspace at dashboard.suppaify.com. Agents get a secure login and a personal command center designed for speed and clarity.

• Live tracking: open, due, and overdue with filters.
• One-click workflows: jump to the right queue/view.
• RBAC & encryption: fine permissions, HTTPS/TLS.

Works in any modern browser—no install.

Offer the agent dashboard in EN/FR/DE/ES/PT/JA. Each agent picks a preferred language (persisted), localizing UI/menus/statuses without affecting data, automations, or analytics.

• Faster onboarding & higher productivity.
• Global teams with one helpdesk, no duplicates.
• Consistent reporting with unified KPIs/SLAs.

Create dedicated workspaces per brand/site/service to separate tickets and keep priorities clear. Switch focus in one click while SLAs/permissions/automations adapt to each team.

• Multi-brand isolation for macros/prompts.
• Smart routing by topic/language/channel.
• Granular RBAC and per-workspace SLAs.

Monitor and manage every ticket in one fast, unified view. Zero in on what matters with powerful filters and instant search.

• Precision filters & live context (SLA/due/overdue).
• Bulk actions & saved views per workflow.

Resolve faster, stay compliant with SLAs, and never miss a deadline.

Switch instantly between a focused list for detailed scanning and a visual grid for pattern recognition. Layout is remembered per user (density, columns, sorting).

Responsive cards, keyboard navigation, and fast filters keep you in flow—whether you’re reviewing 10 items or 10,000.

One-click conversation summaries with instant context reduce ramp-up and speed decisions. See changes since last update, stakeholders, blockers, tone, and urgency.

• Key facts & timeline condensed.
• Next steps + KB suggestions.

Generate high-quality drafts from ticket context and your KB. Learn from outcomes (edits/reopens/CSAT) and keep humans in the loop with approvals and citations.

• Context-aware drafts, personalization, multilingual.
• Safety (PII redaction, tone rules) & macro save.

Pick the right level of automation: manual, AI suggest, AI auto-draft, or AI auto-send (with approval). Defaults by queue/channel/priority; full audit trail.

• Smart routing FAQs→AI, VIP→human.
• Guardrails (SLA gates, blocked phrases).

Real-time append-only log for status, assignments, notes, sends, edits, merges, tags, SLAs, escalations. Filter by actor/date/queue/event.

• Diffs, attachments, exports/webhooks.
• Retention & privacy with tamper evidence.

Set due dates, track live SLA timers, and spotlight due-today/overdue. SLAs respect business hours & holidays, pause on “waiting for customer”, and resume on reply.

• Targets & countdowns, auto-priority.
• Escalations, bulk edits, forecasts.

One click to a human—no context lost. Full history + AI summary go to the assigned agent with intent/sentiment/next steps.

• Customer-controlled escalation on every channel.
• Smart routing & SLA continuity.

Trends, backlog, SLAs, performance. Build custom views by brand/workspace/channel/language/priority/tier and drill down to tickets.

• Key trends (FRT, MTTR, reopens), queue health.
• Exports & forecasts for staffing.

Define tone, formatting, and guardrails so replies stay on-brand across channels. Version, test, approve—no code.

• Presets, guardrails, variables, channel-aware.
• Versioning with rollback.

Add structured knowledge (products, policies, SLAs, pricing, troubleshooting). Organize by brand/workspace, set review dates, and require approvals. Replies can cite sources.

• Rich inputs (text/FAQ/tables/files), tagging.
• Citations & quality controls.

Paste a URL—Suppaify crawls, cleans, and structures content automatically. Scope to the right workspace and schedule re-crawls.

• Smart parsing, auto-tagging, change tracking.

Build or auto-generate canonical Q&A the AI can cite verbatim. Publish once, reuse everywhere to cut handle time and reopens.

• Approvals, citations, multi-brand/language.

See prompts, responses, tokens, and cost in real time. Set budgets/alerts, cap usage, and correlate with outcomes (CSAT, reopens, SLA).

• Dashboards, anomaly detection, exports/webhooks.

Label answers as correct/incorrect/unknown and feed back into prompts/KB. Require review for low confidence or high-impact topics.

• One-click labeling, targeted updates, accuracy metrics.

Jump between accounts/workspaces instantly—no re-auth, no context lost. Quick selector + recent/pinned targets. SSO-aware.

• Context carryover (filters, view, selection).
• Visibility respects membership/roles.

Consolidated view of all groups/workspaces you can access: open volume, due-today, overdue, and your assignments. One click to jump in.

• Per-workspace snapshots & priority cues.
• Strict visibility via roles/membership.

Shape Suppaify to match your operations: priorities (P0–P3), categories, labels, fields. Standardize with required fields/defaults and localize terms.

• Taxonomies & fields, validation & defaults.
• Automation-ready for routing/SLAs/alerts.

Default timezone per workspace for SLAs/due dates/audit logs aligned to local business hours. Agents view in their locale; analytics stay consistent.

• Per-workspace timezone, agent-local display, timezone-aware reports.

Automate the easy stuff, keep humans for the hard stuff. Guardrails by queue/priority/channel/topic. VIPs and low-confidence drafts require review.

• Rule-based triggers, SLA-aware prioritization, learning from outcomes.

Choose who gets notified for new tickets, escalations, and SLA risks. Target precisely; bundle low-urgency into digests; keep critical alerts real-time.

• Granular targeting, conditions (VIP/breach/inactivity), actionable emails.

Measure response speed, resolution quality, workload, and SLA discipline. Compare periods, drill into tickets, and balance queues.

• FRT/MTTR/reopens/CSAT, focus & coaching cues.

Add, edit, or remove agents and assign clear roles/permissions. Least-privilege by default, activity logs for audits, instant effect.

• Roles/permissions, SSO onboarding, presets.

Copy a single script—no heavy development, no downtime—and start capturing tickets/chats right away. Snippets are versioned and environment-aware.

• CSP-friendly loading, diagnostics, flexible routing.

Copy the pre-configured script from your dashboard, paste it on your site, and you’re live—no complex setup. Updates roll out automatically.

• One-step install, zero maintenance, fits any stack.

Secure portal to submit, track, and reply in real time with full history. Clear timelines, due dates, and ownership in one place.

• Status (open/in progress/resolved), history, secure access.

As clients type, relevant KB articles appear instantly. Deflect repetitive tickets and let your team focus on complex issues.

• Instant suggestions, context-aware, measurable deflection.