Support is the help desk for your customers. Tickets arrive by email, web form, chat or the portal, are routed to the right agent and tracked against SLAs on your business hours. Customer details, AMC contracts and outstanding dues come from CRM and Books, so agents see the whole account on the ticket.
The support dashboard opens on the agent’s own queue and the numbers a team lead watches through the day.
Bring every customer request into one queue, whichever way it arrives, and run several brands from one help desk.
Agents work tickets from saved views, reply or add notes from one composer, and never step on each other.
Chat with website visitors from the widget, with each conversation kept as a ticket.
Assign tickets to the right group and agent automatically, set response and resolution targets on your business calendar, and escalate before they are missed.
Know who you are helping and what they are entitled to, with the whole account on the ticket.
Publish answers so customers can help themselves, and suggest them to agents while they work.
Give customers a place to ask questions, share ideas and help each other, with agents moderating.
Customers raise, follow and rate their own tickets online, and tell you how you are doing.
Measure volume, speed and satisfaction, and share the numbers on a schedule.
Admins set up every channel, policy and rule in one place, and decide who sees what.
Business hours, invoicing and data handling are set up for Indian companies.
Support agents work their queue in the Thoshika app, under the app switcher. Customers are pointed to the web portal.
On the phone
Every person signs in once. Roles decide what they see, and can be limited to a location, branch or other scope where the app supports it.
Configures channels, groups, SLAs, automations, the help centre and the portal; approves articles and erasure.
Works tickets in their groups, replies, adds notes, merges tickets and drafts articles.
Reads tickets in their groups and adds internal notes without replying to customers.
Uses the portal to raise, follow and rate their own tickets and read articles.
Apps share one directory, one sign-in and the same records, so nothing is keyed in twice.
Companies and contacts link to CRM accounts, agents can open a deal from a ticket, and tickets show on the CRM account.
Customer records, outstanding dues on the ticket, and AMC invoices raised and detected in Books.
Bugs and change requests become Projects tasks, and task status shows on the ticket.
Agents are People workers, and leave, weekly offs and holiday calendars drive routing and SLA clocks.
Agents can create a field job from a ticket, and job updates are logged back on the ticket.
Support is available on its own or as part of Thoshika One, with every app for every employee.