A single timeline for communication
Provide an intuitive and consistent experience for customers and agents by consolidating all channels. See customer info and previous interactions to get the full context in one view and reduce repetitive work by utilizing automatic actions.
One view that gives you the full picture
See your customers interaction history in a single timeline view for all channels. No need to waste time searching in another system, allowing agents to resolve cases quickly and accurately.
See the source of the ticket
You’ll know exactly where your customers came from, whether it’s email, Facebook, WhatsApp, or other channels.
Change ticket owner
Assign a conversation to an agent who has the needed expertise or previously communicated with the customer to provide a more intuitive experience.
Transfer to a different queue
A ticket needs to be handled by specific agents? Set up a rule to move tickets to the relevant queue or group automatically.
Add or edit labels
Create an unlimited number of labels to prioritize, track and organize incoming tickets, without wasting time on manual actions.
The AI powered reply box. Built to make agents faster
Whether they’re veterans or newly onboarded, let your agents provide faster and more accurate answers with absolute confidence.
AI-generated replies
Let the reply-box do the work for you. Use AI-powered suggestions to save time and provide accurate answers, keeping all agents aligned.
Saved replies
Stop writing the same responses from scratch over and over again by creating canned replies for regularly used phrases, greetings, or full replies.
Utilize articles for replies
Experienced and newly onboarded agents can attach, link and copy-paste articles to keep replies accurate and consistent.
Collaborate better
CC other agents and stakeholders through the reply box to keep everyone in the loop about specific customer cases.
Internal notes
Avoid switching tabs by providing detailed information with internal notes that are only visible to your teams in the same ticket timeline.
“By switching to Answers, we are now able to automate time-sensitive processes without any dev work. The biggest win for us was eliminating the need for multiple vendors—everything is now in one place and easy to use, remotely or in-office.”
Yakir Lasry
VP Customer Relations
Get to know your customer through a single view
Don’t make customers feel like you have no clue who they are. All information is easily accessible to resolve issues fast and keep satisfaction high.
Custom fields
See in-context information on an issue within the same ticket timeline by creating unlimited custom forms for specific support funnels.
Integrations & data
Integrate tools you use to ensure workflows aren’t interrupted when handling customer cases. Connect Salesforce, Jira, Slack, HubSpot, and more.
Essential customer info
The side panel holds customers' communication history and account information, providing in-depth contextual information for fast and accurate responses.
Technical customer details
Get all the in-detail data you need, such as browser version or device type, without having to ping-pong and quickly solve straightforward cases.
We don’t make the rules. You do.
Create custom workflows
Macros
Speed up, simplify and avoid errors by easily executing repetitive tasks through shortcuts that apply a set of actions with one click.
SLA
Set timeframe targets for responding or resolving tickets. Analyze, display and customize data that shows how well your team is meeting SLA goals.
Automatic Actions
Prevent repetitive tasks like changing ticket status, applying SLA policies and adding labels through predefined conditions such as keywords, contact source and more.
How to manage tickets with One Inbox
More features you’ll love:
Insights
Improve your customers’ experience by letting data from linked tickets on support issues and product gaps drive your day-to-day decisions.
Webhooks & API
Build powerful integrations with Wix Answers APIs that leverage your tickets, users, knowledge base, and much more.
Help widget
Enable customers to start a conversation within the product flow or website. Add as many widgets as you need to offer in-context support and meeting customers where they need you most.
Top issues
Identify what customers are struggling with most based on article linking in the reply box and recurring keywords.
Advanced filtering
Set unlimited filters to easily find specific customer cases or tickets within categories.
Bulk actions
Get repetitive actions done in one go by assigning multiple tickets to the right groups, languages and labels directly from the ticket list.
Multilingual support
Support customers in their native language and sort tickets in language-based queues so queries don’t fall through the cracks.
Customizable email templates
Configure your own templates with design tailored to your brand that includes your logo, so customers can immediately tell who’s getting in touch.
“With Answers, we were able to consolidate our solution into one system with dedicated queues. It saves us time and costs while ensuring that customers get the high-level support they need.”
Doron Pryluk
VP of Customer Experience
