Free Flowing Conversations
Yes
Chat freely with customers, AI automatically tracks every thread. Create Tickets only for bugs or escalations.
No
Create Tickets to talk to Support team.
No
Agent-based pricing inhibits collaboration. Usage based pricing based on channels/tickets allows whole team to collaborate on customer issues.
Yes
High per-Agent based pricing inhibits collaboration with Engineering, PM, CSM and other teams on customer discussions.
Collaborate with Engineering, Product, Design, Ops on Customer issues
Yes
Everyone in company can observe and collaborate on customer requests without paying extra.
No
Collaboration limited to Agents covered under seat based pricing model.
Customizable reminder workflows
Yes
Create unlimited number of notifications based on custom triggers and recipients.
Limited
Standard notification flows based on SLA breach.
AI assisted SLA breach detection
Yes
AI detects which customer messages need response.
No
All customer messages are treated the same.
Emoji based Ticket creation and Syncing
Syncing of attachments from Slack to Tickets & Issues
Yes
All attachments from Slack are automatically uploaded to ticketing and issue management platforms.
Single queue for all customer requests
Limited
Only tickets are covered.
Announcements on Slack channels
Yes
Schedule announcements across multiple customers in one shot.
Comprehensive Integrations
Yes
Zendesk, Salesforce Service Cloud, FreshDesk, Hubspot, Jira, JSM, Github.
Rapidly growing list of integrations
Yes
Adding new connectors rapidly based on customer demand
AI powered deflection using knowledge-bases
Yes (Beta)
Suggest answers to users and agents using any knowledge-base (Confluence, web-site etc).
Limited
Answer suggestions are limited to JSM KB articles.
Yes
SLA breach reports for requests and tickets at both aggregate and detailed level.
Limited
List of tickets that have breached SLA only.
Slack-Based Customer Support
Yes
We have Slack Connect channel with all customers and are always ready to provide help as needed.