One inbox, every ticket, on the clock.
A shared inbox with live agent handoff, tickets and SLA countdowns in one place, backed by a knowledge base and macros for the answers your team gives every day.
"Tracking still shows label created after five days. Can someone confirm the shipment actually left the warehouse?"
Everything Support does, out of the box.
A shared inbox, ticketing, live chat widgets and a knowledge base — with SLAs.
Shared inbox
Every channel lands in one inbox with live agent handoff, so a ticket never sits with an agent who is offline.
Tickets & ticket forms
Structured ticket forms capture what you need up front; recurring tickets handle work that repeats on a schedule.
Chat widgets
Embed a chat widget on any site; conversations become tickets with the same SLA and routing as every other channel.
Knowledge base
A searchable knowledge base agents can link into replies, tracked by article-level analytics.
SLA policies & business hours
First-response and resolution targets by priority, measured against each support group's business hours.
Support groups & macros
Route tickets to the right support group; macros apply a saved reply and status change in one click.
A countdown on every ticket, not a promise in a doc.
Set first-response and resolution targets per priority and business-hours calendar. The countdown pill on every ticket reflects the policy that actually applies to it.
- Targets by priority and support group
- Business-hours aware, not wall-clock
- Breach risk visible before it happens
| Priority | First response | Resolution | Business hours |
|---|---|---|---|
| Urgent | 15 min | 4 hours | 24/7 |
| High | 1 hour | 8 hours | Business hours |
| Normal | 4 hours | 2 business days | Business hours |
See which articles are actually deflecting tickets.
Knowledge base and support analytics share the same data: article views, deflection rate and the questions customers still have to ask a human.
- Article-level view and deflection tracking
- Top articles surfaced from real usage
- One analytics view across support and KB
Chat that hands off to a live agent, not a dead end.
The chat widget routes into the same shared inbox as email and tickets, with live agent handoff so a visitor is never left waiting on a bot.
- Embeddable on any site
- Live handoff to an available agent
- Same SLA and ticket forms as every channel
From a message in the inbox to a CSAT score.
Every channel follows the same path, on the same clock.
Message lands in shared inbox
Email, chat widget and ticket-form submissions all land in one shared inbox, with live agent handoff.
Ticket with SLA clock
A ticket opens with a first-response and resolution target from its priority and business-hours calendar.
Macro or KB answer
A macro applies a saved reply and status change, or the agent links a knowledge-base article.
Resolved
The ticket resolves against its SLA policy, logged for the support group’s analytics.
On timeCSAT
A CSAT prompt goes out on resolution; results roll into support analytics per agent and policy.
One inbox, whichever channel it started on.
Email, chat and ticket forms converge on the same queue, with the same SLA and routing applied.
- Channels
- Email, chat widget, ticket forms
- Handoff
- Live, to an available agent
- SLA
- Business-hours aware, per group
Connected to the rest of Countmill.
The same customer, product, entity and ledger everywhere. No sync jobs, no CSV exports between apps.
Common questions.
What counts as an SLA breach?
A ticket that misses its first-response or resolution target for its priority, measured against the support group's configured business hours.
Does the chat widget require a separate inbox?
No. Chat conversations land in the same shared inbox as email and ticket-form submissions, with the same routing and SLA policies applied.
Can recurring tickets be scheduled?
Yes. A recurring ticket is created automatically on the schedule you set, using the same ticket form and SLA policy each time.
How is CSAT collected?
A CSAT prompt goes out when a ticket resolves; results roll into support analytics per group, per agent and per SLA policy.
Put every ticket on the clock.
See the shared inbox, SLA policies and knowledge base running on your own business data.