Office24by7 for Support Teams
One desk for every ticket, chat and call — so your support team resolves faster, keeps its SLAs and keeps customers longer.
Overview
Support gets fragmented across an inbox, a phone system and a help-doc site, so context is lost, SLAs slip and customers repeat themselves at every step.
Office24by7 brings cases, conversations, self-service and feedback onto one record, with the contact centre and AI built in — so agents see the whole history, the team resolves faster and nothing gets dropped.
Explore Customer Relationship Management →- ✓ Every case on one record
- ✓ Self-service that deflects tickets
- ✓ Live chat and contact centre
- ✓ Feedback and CSAT built in
- ✓ SLAs and escalation rules
- ✓ AI that triages and drafts on your data
Everything the team works in
Ticketing & Helpdesk
Track, assign and resolve with SLAs and automation.
Knowledge Base
A searchable help center that deflects tickets.
Live Chat
Real-time chat with routing and bot handoff.
Customer Portal
Self-service for tickets, invoices and answers.
Collaboration
Shared inboxes and internal notes on every case.
Surveys & CSAT
Capture satisfaction after every resolution.
How an issue gets resolved
Whatever channel it arrives on, a case lands on one record with the customer’s full history attached.
Capture
Email, chat, portal and call all create a ticket on the same record.
Triage
Priority and routing rules send each case to the right agent with an SLA.
Resolve
Agents answer with knowledge-base articles and internal notes in reach.
Measure
A CSAT survey closes the loop and feeds the account’s health.
The payoff
Faster resolution
Full history and knowledge in one place means fewer back-and-forths.
SLAs kept
Routing, timers and escalation keep every case inside its promise.
Fewer tickets
Self-service and the knowledge base deflect the repeat questions.
Happier customers
CSAT after every resolution shows what to improve, and where.
Questions, answered
Yes. Email, live chat, the customer portal and phone calls all create cases on the same record, so agents never lose context switching channels.
SLA timers, priority rules and escalation paths are built in, so cases route to the right agent and surface before they breach.
A knowledge base and customer portal let customers find answers, raise tickets and check status, which deflects routine questions from the team.
Call center queues, IVR routing and call patching run on the same platform, so voice support sits alongside tickets and chat on one record.
The Flow-Cognition Agent reads sentiment, classifies priority, answers FAQs, drafts replies and decides escalations — all governed and logged.
AI for Support
The Flow-Cognition Agent runs on your support data — it senses the records, decides the next best action, and acts, all governed and logged. See exactly what it does for Support, or how the engine itself works.