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.
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.
Free forever plan · No credit card required · Cancel anytime
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.
Most tickets are FAQs your team answers over and over
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
01
AI catches the easy ones
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.
02
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.
03
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.
AI deflection that actually deflects
A grounded AI agent answers the bulk 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 held up, 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. She is not making it up. She can prove every number.
What changes after two weeks
- Deflection climbs steadily on FAQ tickets. Most teams see a strong jump within the first couple of weeks. Some get even higher with deep knowledge-base grounding. Agents focus on the high-empathy cases 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 sharply 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 a far larger ticket load than before 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 and queryable
- PII redaction in AI prompts: credit card and SSN-like patterns are masked before being sent to the AI model
- SSO + SAML on Enterprise: for teams with corporate identity providers (Okta, Azure AD)
- Encryption at rest + in transit: AES-256 + TLS 1.3 throughout
Recommended plan
Business for most teams, Enterprise for large orgs
Business ($99/mo, up to 10 team members, no per-seat fees) covers most support teams. Enterprise (custom pricing) is there for larger orgs with bespoke requirements and a dedicated success manager. Solo support teams can start on Pro ($24.99/mo).
- Up to 10 team members, no per-seat fees
- AI deflection
- SLA dashboards
- Skill-based routing
- CSAT + NPS surveys
- SSO available on Enterprise
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 a significant amount.
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 high confidence threshold. Typical deflection rates climb substantially within the first month. 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 runs on Business ($99/mo), which includes up to 10 team members with no per-seat fees, and larger orgs with custom requirements move to Enterprise (custom pricing, unlimited members). 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 costs sharply. Raise CSAT.
Free forever plan. Up to 10 team members on Business, no per-seat fees. SLA dashboards in 10 minutes.
Free forever plan · GDPR-ready · No credit card required