USE CASE: CUSTOMER SUPPORTFor support teams

Six channels. One inbox. SLAs you can prove.

An omnichannel helpdesk built for teams whose customers DM them from everywhere. AI deflection, skill-based routing, SLA tracking, internal notes, macros, and CSAT surveys, at a fraction of Zendesk's per-seat cost.

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68%

AI deflection rate

After 30 days of training

< 90 sec

Median first response

Across channels

Channels unified

Telegram, WA, IG, etc.

60%

Cost vs Zendesk Suite

Flat-rate, not per-seat

Support pain

Three patterns that quietly destroy support teams

Every support leader we talk to lists the same three problems, in roughly this order.

Tickets land everywhere except your helpdesk

WhatsApp gets the angry refund requests. Instagram gets the "is this still under warranty" DMs. Telegram gets the "anyone here?" complaints. Email is dying. Live chat works but only on the site. Your team agents toggle between 6 apps.

80% of tickets are FAQs your team answers 50x a day

Where is my order? How do I reset my password? What is the return window? Your humans burn out answering the same 12 questions. Volume keeps growing, headcount can not keep up, and your CSAT drops.

SLAs are theoretical because no one tracks them

Your team "tries" to reply within 1 hour. But you cannot prove it, cannot show the client/board, cannot identify which agent is slow. SLA reporting in legacy helpdesks costs $400/seat and most teams just stop using it.

The fix

Triage in three steps

AI catches the easy 70%

Grounded in your help docs, the AI agent answers password resets, shipping ETAs, return windows, and feature questions instantly. With citations, so the customer trusts the answer.

Route the rest to the right agent

Hard tickets escalate to humans. Skill-based routing assigns them by language, channel, customer tier, or workload. Internal notes carry the AI summary so agents start at speed.

Track SLAs, prove them

Every ticket has a first-response SLA, a resolution SLA, and an escalation path. Live dashboards show breach risk; CSAT surveys auto-fire on resolution. Managers stop guessing.

A full helpdesk, no per-agent pricing

Six features that pay for the whole subscription in week one.

One inbox for every channel

Telegram, X DMs, WhatsApp, Instagram, Facebook Messenger, email (Gmail/Outlook), and our live chat widget, all in one inbox with full conversation history, regardless of channel.

AI deflection that actually deflects

A grounded AI agent answers 60-80% of FAQs instantly with citations to your help docs. It only escalates when the question is ambiguous, emotional, or outside scope.

Skill-based routing & assignments

Route Spanish-language tickets to your Madrid agent, billing issues to your senior CSM, and abusive tickets straight to a manager. Round-robin or workload-balanced, your choice.

SLA tracking & dashboards

Set SLAs per channel, per ticket type, per priority. First-response and full-resolution targets tracked live. Manager dashboards show breach risk before it happens.

Internal notes & @mentions

Leave internal notes on any thread, @mention a teammate to loop them in (with notifications), and keep the customer-facing reply clean. Tribal knowledge stays inside the ticket forever.

Macros, canned replies & tags

Build a library of approved responses, escalation, refund-approved, "we are looking into it", taggable per ticket. Macros support merge variables and one-click sending.

A typical Monday at 9am for a 8-person team

Renée, head of CX at a Series-B fintech, opens her dashboard. Over the weekend, 612 tickets came in across email, WhatsApp, Instagram DM, Telegram, and the live chat widget on the app. The dashboard breaks them down at a glance.

The AI agent has already resolved 417 of them ("where is my payout," "how do I change my linked bank," "do you support EUR") each one with citations to the relevant help-doc article. CSAT on those: 4.6/5, slightly higher than human-handled.

Of the 195 escalated tickets, 142 are already assigned via skill-based routing: Spanish-language to Carmen, billing to senior CSM Theo, abusive ones to Renée herself. The 53 unassigned tickets are queued for the 9am standup. Two are already amber on SLA. Renée pings the on-shift agents and they are answered within 10 minutes.

By 9:30am Monday, what used to be a 2-hour fire-drill is a clean standup. Renée presents a single dashboard to her CFO at 10am showing weekend SLA compliance: 99.2%. She is not making it up. She can prove every number.

What changes after two weeks

Deflection climbs to 55-75% of FAQ tickets. Most teams reach 60% by week 2. Some get to 80%+ with deep knowledge-base grounding. Agents focus on the high-empathy 30-45% that actually need humans.
First-response time crashes. Median first- response goes from "a few hours" to under 90 seconds, because the AI replies before a human even sees the ticket.
SLA visibility means SLA accountability. Once managers can see SLA compliance in real time, breach rates fall 50-70% over the first month. Agents do not want to be the orange row on the dashboard.
Headcount cost flattens. Volume grows; team size does not. Most teams report being able to handle 2-3x their previous ticket load with the same headcount.

Templates & playbooks included

The Customer Support playbook ships with templates ready to customize:

10 macro categories: refund-approved, refund-denied, password-reset-link, escalation-acknowledged, "investigating", resolution, CSAT-ask, etc.
4 pre-built ticket types: Account, Billing, Technical, Feedback, each with default SLA targets and routing rules
Escalation matrix: define when a ticket should escalate (3 unanswered replies, SLA breach, abusive keyword, etc.) and to whom
Off-hours auto-reply: sets expectation when the human team is offline, with ETA and CSAT-impact safeguards
VIP customer flag: automatic when contact tagged "Enterprise", sends to a dedicated queue with tighter SLAs
Refund-request workflow: AI triage collects order #, reason, amount; hands to human for approval; auto- executes refund webhook on approval
CSAT + NPS surveys: channel-aware (WhatsApp survey on WhatsApp, email on email) with response logging

Integrations support teams use

Gmail / Outlook: full email channel via IMAP+SMTP, with thread parsing and reply-by-email
WhatsApp Business API: support 24-hour conversation window + template messages for outbound
Live Chat Widget: our own embeddable widget for in-app/in-site support, with AI agent + human handoff
GitHub: convert support tickets into bug reports, link engineering issues back to customer-impact data
Outbound webhooks: push every ticket event to your data warehouse for CSAT trend analysis
DeepL: translate inbound tickets for non- native-language agents, then translate replies back

Compliance, security, and audit

Support tickets contain sensitive customer data. CRM Solid handles compliance with:

GDPR / KVKK ready: export, delete, and data-subject-request tooling baked into the contact UI
Audit logs: every reply, every assign, every refund approval timestamped; queryable for 30 days (Starter), 90 days (Growth), or unlimited (Scale + Enterprise)
PII redaction in AI prompts: credit card and SSN-like patterns are masked before being sent to the AI model
SSO + SAML on Scale: for teams with corporate identity providers (Okta, Azure AD)
Encryption at rest + in transit: AES-256 + TLS 1.3 throughout

“We migrated 8 agents off Zendesk Suite, saved $5,200/month, and our CSAT actually went up because AI now handles password resets in 12 seconds. The SLA dashboard alone paid for the year.”

Renée Devereaux

Head of Customer Experience · Northwind Pay

Recommended plan

Growth for 5-15 agents, Scale for 15+

Growth ($199/mo, unlimited agents) covers most teams up to ~15 agents and 50k tickets a month. Scale ($499/mo) adds SSO, 90-day audit retention, dedicated success manager, and unlimited tickets. Solo support teams can start on Starter.

Unlimited agent seats
AI deflection (60-80%)
SLA dashboards
Skill-based routing
CSAT + NPS surveys
SSO available on Scale

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Customer-support FAQ

The questions every CX leader asks before migrating off legacy helpdesks.

For teams under 50 agents handling DM-heavy support, yes. CRM Solid covers ticketing, omnichannel inbox, SLA tracking, internal notes, macros, escalation routing, and analytics. For very large enterprise contact centers (500+ agents, complex CSAT/IVR/phone routing), Zendesk Enterprise still has more depth in some niches. Most SMB and mid-market teams replace Zendesk with us and save 60-70%.

Out of the box, our AI runs in "draft-first" mode. Every reply is drafted but waits for an agent to approve. After 1-2 weeks of training (the AI watches what agents send vs reject), most teams flip to auto-send for FAQ tickets with a confidence threshold of 85%+. Typical deflection rates after 1 month: 55-75%. Anything ambiguous escalates to a human.

Yes. SLA targets can be conditional on any tag: customer tier, region, channel, language, ticket type. An Enterprise customer ticket might be 30-minute first-response and 4-hour resolution; a Free user ticket might be 24-hour first response. The dashboard shows breaches per tier so you can demonstrate compliance to renewal customers.

After a ticket is marked "resolved," CRM Solid auto-sends a one-tap CSAT survey on the channel the customer used (so WhatsApp customers get a WhatsApp survey, email gets email, etc.). Responses appear in your dashboard tagged to the agent and ticket. NPS surveys work the same way.

CRM Solid does not handle phone calls natively today (no PBX integration). If your support is phone-heavy, look at Aircall or Talkdesk for the phone side and integrate with CRM Solid via webhook for ticket creation. Most of our SMB customers have moved away from phone-first support. DMs are the modern channel.

Flat-rate, not per-seat. A 10-person support team is on Growth ($199/mo) for under 50k tickets a month, or Scale ($499/mo) for higher volume + SSO + 90-day audit log retention + dedicated success manager. Compare that to Zendesk Suite Growth at $89/agent/mo = $890/mo for the same team.

Keep exploring

Other playbooks teams pair with support.

For Ecommerce

Returns, cart recovery, and product Q&A all in the same workspace.

For SaaS Startups

Trial signups feeding into post-paid support: one unified pipeline.

For Agencies

White-label this exact support stack across your client retainers.

Live Chat Widget

The embeddable widget your support team uses for in-app/web chat.

AI Auto-Responder

How the AI deflection engine works: grounding, citations, handoff rules.

Ready to ship

Cut support cost by 60%. Raise CSAT.

14-day free trial. Unlimited agent seats. SLA dashboards in 10 minutes.

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