Atlas

Inbox and Ticketing

Solve your customer issues faster and better by organize and track them.

Custom inboxes

Create custom inboxes to view tickets for any customer segment or workflow.

Custom segments

Group your customers and accounts so that you can quickly filter by them throughout Atlas.

Universal search

Use our advanced search to perform powerful queries across your customer data without needing a data analyst.

Tags & tag groups

Categorize your tickets with tags and organize your tags with color-coded tag groups.

Canned responses

Quickly draft responses from powerful templates.

Merge

Duplicate tickets happen and can clog up your inbox with duplicate work. Merge your tickets using our ticket actions menu

Transfer

Improve workflow efficiency by transferring complex tickets to specialists.

Snooze

Remove tickets from your active queue and schedule their return with the snooze feature.

Schedule

Ensure timely follow-ups by placing user issues in the support queue to prevent oversight.

Priority

Set your ticket priorities to track your most important issues.

Manual creation

Manually create a new ticket for a customer directly from the inbox or from their customer profile.

Keyboard-first

Take any action and navigate throughout the app with just a few keystrokes.

Command-menu

Handle your most common tasks and quickly find what you need through the command menu.

Omnichannel Messaging

Talk to your customers where they already are from one simple, unified interface.

Chat widget

Solve your user’s queries in real-time directly on your website or app.

SMS

Triple your customer response rate by using the most ubiquitous and native channel.

Create a ticket in Atlas anytime a customer emails you on any of your support IDs.

Talk to your customers in the fastest-growing, most-globally-adopted channel.

Slack

Create & resolve tickets all within Slack & Slack Connect, bringing seamless support in real-time.

Customer Portal

Create forms for bugs, feature requests, general inquiries or any scenario you’d like.

Discord

Give your Discord server community support with automatic and manual ticket creation.

Shopify

Answer customer questions when they have high buying intent.

Custom forms

Create forms for bugs, feature requests, general inquiries or any scenario you’d like.

Call

Start calls directly from within Atlas. View call transcripts, listen to recordings, and more.

CSAT

Collect customer satisfaction surveys on your tickets to monitor your support quality.

Surveys

Ask customers questions to get feedback about your product from anywhere in your product.

Multiple senders

All channels support multiple senders.

Customer Timeline

View each customer’s entire journey in a single,
easy to follow, chronological timeline.

Conversation & ticket history

Integrate user information and previous interactions for context, enabling more personalized support.

Customer activity

Track past tickets, view bugs, take note of the articles viewed and more in a single view.

Custom data, events & fields

Get the exact contextual information you need for your customers with custom data and events.

Composer

Supercharge your responses with canned responses, help articles, and context-sensitive suggestions.

Collaborate

Deliver unmatched quality to your customers through coordinated efforts with your teammates

Notes

Leave notes for your teammates that aren’t visible to your customers by adding internal notes. These notes can be added on a per-ticket basis and will appear in the customer timeline for that specific ticket.

Sidebar

Talk to adjacent teams, both internally and externally when solving a customer's problems.

Drafts

Save partially written replies so your teammates can pick up or advise on your responses to customers

Mention teammates

Tag teammates for help or just to keep them up-to-date on ticket details as you are responding to customers.

Service-Level Agreements

Deliver unmatched quality to your customers through coordinated efforts with your teammates.

SLAs in your inbox

Visual callouts in your inbox to guide you to tickets which require a quick response.

SLA reports

Track how well you are giving your customers timely responses.

Multiple SLAs

Define multiple SLAs for different customer segments.

SLA notifications

Receive real-time notifications in Slack and email when a ticket needs your attention.

AI-based SLA filtering

"Thank you" and salutations don't trigger your SLA timers.

Deliverability Monitoring

Deliver unmatched quality to your customers through coordinated efforts with your teammates.

Delivery statuses

Track when messages are delivered, opened, and read.

Failed delivery inbox

Don't let any message go undelivered.

Failed delivery notifications

Get immediate notifications when a message doesn't reach its destination.

Omnichannel Ticketing

Talk to your customers where they already are, from one simple, unified interface.