One inbox, four channels
AI chat handoffs, contact form messages, email to your support address and warranty claims land in the same list. Views for my inbox, unassigned, snoozed, each channel and each team.
A helpdesk that already knows the product.
Conversations and warranty claims in one inbox. Every ticket shows the product, the customer's registered products and warranty, and the AI chat that came before it, so nobody has to ask which model they have.
What's in the Helpdesk
Built for brands that sell physical products, where most questions are about one item someone owns.
The AI chat comes with it
When the AI assistant hands over, the whole chat sits at the top of the ticket. You see what the customer asked and what they already tried.
Product and warranty on every ticket
The side panel shows the customer, the product they wrote about, their registered products with warranty dates, and their other tickets and claims.
Macros and AI drafts
Type / to insert a saved reply. Draft with AI writes an answer from the conversation and your Help Center, and you edit it before sending.
Notes, snooze and send-and-close
Leave internal notes only your team sees, snooze a ticket until next Monday, or reply and close in one step.
Permissions per person
Decide who can view tickets and reports, who can reply, assign and close, and who manages teams, routing and settings.
AI first
The AI answers first. Your team takes over with the whole chat.
The AI assistant answers from your manuals and help articles. When it can't help, or the customer asks for a person, the question becomes a ticket with the chat attached.
Nothing to repeat
The ticket opens with the AI chat, its topic and the customer's first question, then the moment it was handed over.
Live when someone is online
If a teammate has set themselves to Online, the customer keeps chatting with them in the same chat window. Otherwise the reply goes by email.
An answer right away
Turn on an auto-reply and customers get it by email as soon as they write, with a different message outside office hours if you like.
Claims
Warranty claims and tickets in one place.
Claims arrive in the same inbox as conversations, so the person answering a question about a broken product can see the claim, and the other way round.
The warranty check is done
Each claim shows whether the product is registered, in warranty when filed, has proof of purchase and a serial number.
The customer's full history
Other tickets and claims from the same customer are one click away in the side panel.
Status the customer can see
Customers follow their claim on a status page, in their language, without creating an account.
Routing and SLAs
The right person, on time.
Rules send each ticket to the right team when it arrives. Reply-time targets show how long is left on every ticket.
Teams and routing rules
Route by channel, subject, message, customer email, product, language, country or whether the product is registered. Assign a team or person, set priority, add tags.
Round robin
Spread new tickets and claims evenly across the people you pick, skipping anyone who already has enough open tickets.
SLA policies with office hours
Targets for first reply, every reply and resolution, by channel, priority or tag. A countdown on each ticket turns red when late, and late tickets send an alert.
Reports
See how support is doing.
Volume, speed and satisfaction for the last 7, 30 or 90 days, compared with the period before.
Five numbers that matter
Total volume, resolved, median first response time, median resolution time and CSAT.
By channel, agent and tag
See which channel brings the most work, who answers fastest and which tags take longest.
Satisfaction surveys
After a ticket closes, the customer gets one short email to rate the help, with faces, stars or numbers and an optional comment.
Set up in an afternoon
Start with the channels you already have. Add rules and targets as the team grows.
- Step 1
Send AI handoffs to the Helpdesk
In AI Assistant › Handoff, choose Send to the Helpdesk. Claims and contact form messages arrive on their own.
- Step 2
Forward your support email
Customers keep writing to your own address. Forward it to Veribl and every email becomes a ticket.
- Step 3
Add a default SLA and macros
One SLA policy and the starter macros cover most teams. Add teams and routing rules when you need them.
Already use Zendesk?
You don't have to switch. Connect Zendesk and choose it for AI chat handoffs: each one opens a Zendesk ticket with the full conversation. New warranty claims can open one too. For any other tool, webhooks send handoffs, new conversations and customer replies as they happen.
See the webhook eventsFrequently asked questions
Learn more
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