Support
A shared inbox and support tickets for your team
Your team answers every channel from one place, follows each request in a ticket until it is resolved, and sees in the reports where replies run late.
Try Sudeem free for 14 days. You won’t be charged before the trial ends, and you can cancel anytime.
Screenshots from Sudeem with a fictional demo workspace.
Shared inbox
Work on conversations with your team in one place
Messages from WhatsApp, your website, email, Instagram, Messenger, Telegram, and Slack arrive in one inbox, and each teammate sees what is assigned to them and where they were mentioned.
Folders and saved views
Your inbox, mentions, unassigned, your teams, and snoozed, plus views you save for yourself or your team.
Internal notes and mentions
Write a note the customer never sees, and mention a teammate to follow up.
Saved replies
Save the replies you send often with variables such as the customer’s name, and insert them with a keyboard shortcut.
Snooze and tags
Snooze a conversation until a time you choose, and sort conversations with colored tags.
Routing
Route each conversation to the right team automatically
Write rules by channel, message text, customer country, or lifecycle stage, and the conversation reaches the team or teammate you chose.
- Based on who is availableWithin a team, the conversation goes to the available teammate with the fewest open conversations, within the limit they set.
- When no one is availableThe conversation waits in the queue, and a supervisor gets an alert.
From the AI agent to your team
Your team takes over when the customer needs a person
The AI agent hands the conversation to your team when the customer asks for a person, or by instructions you write. It appears in the Escalated folder, and a teammate takes it over in one click.
- Release it back to the AI agentOnce the request is handled, give the conversation back to the AI agent to keep answering repeated questions.
Support tickets
Follow each request in a ticket until it is resolved
Each ticket has an owner, a priority, and a status, and you move it between statuses by dragging it on the board.
Three kinds of tickets
Customer tickets, internal tickets you open for another team from the conversation, and tracker tickets that group the conversations about one issue.
One update for everyone affected
Send an update from a tracker ticket, and it reaches every linked conversation on its own channel.
Ticket types and fields that fit your work
Create ticket types with their own fields, such as the order number and payment method, and set the statuses they move through.
A view for every need
A table, a board, a deadlines view, and a workload view across your team.
The ticket page
Everything about a request on one page
The description, internal notes, a record of what happened, the customer’s details, linked conversations, and the response deadline.
- Reply from the ticketYour reply reaches the customer in the conversation the request started from.
Response deadlines
See what is about to miss its deadline before it does
Set a first-reply target and a resolution target by channel, priority, or team. The deadlines view orders tickets by the nearest one, and you get an alert when one is missed.
AI
AI helps your team, and your team decides
The AI assistant summarizes the conversation or the ticket, drafts and translates replies, and suggests next steps.
- Ticket triageIt suggests a priority and a team, shows similar tickets, and applies nothing until your team accepts.
- From a resolution to an articleTurn a ticket’s resolution into a draft help center article or a saved reply.
Reports
See where replies run late and where requests get resolved
Average first reply and resolution time, the share the AI agent handles, deadline attainment, and volume by channel, team, and teammate. Export the data as CSV.
Before you begin
Questions before you start
Which plan do I need for a shared inbox?
Basic includes one team member, Pro includes three, and Ultra includes ten. Your free trial starts on the Pro plan for 14 days, and you add a payment card during setup.
Which channels reach the inbox?
The chat widget on your website, email, Slack, WhatsApp, Instagram, Messenger, and Telegram. WhatsApp, Instagram, Messenger, and Telegram are available from the Pro plan.
Do response deadlines follow business hours?
Not yet. Deadlines run around the clock, and the first-reply clock starts when the customer is waiting for your team, not while the AI agent is answering.
Can my customers open a ticket from my website?
Yes. Add the ticket portal to your website or app, and customers choose the request type, fill in its fields, and follow its status.
Can I manage tickets from other tools?
Yes. Sudeem has an MCP server that lets connected AI tools read and update tickets and conversations, within your workspace’s permissions.
Start answering your customers from one inbox
Create your account, connect your channels, and invite your team.
Try Sudeem free for 14 days. You won’t be charged before the trial ends, and you can cancel anytime.