Emails, website chats, texts and calls arrive in one inbox as tickets. Each ticket is tied to the customer's record in your CRM and shows how long they have been waiting.
The support inbox: website chats, texts and calls in one queue, with how long each customer has waited.
Chats, texts and calls in one list, each with a waiting clock.
Open a conversation beside the list, with the customer's details.
Views for who is waiting, live chats, the assistant's chats and yours.
Tickets
Every Channel, One Inbox
Open a ticket to see the whole conversation, the notes your team left and the customer's earlier conversations. Reply from the same screen.
Email, website chat, text messages and calls all become tickets.
Every ticket is linked to the customer's contact in your CRM.
Set the status and priority, and choose who owns it.
Internal notes stay inside your team.
Macros drop a saved reply into the composer in one click, with the customer's name filled in.
The ticket shows when the first reply and the resolution are due.
One ticket: the customer's message, your team's notes, their earlier conversations and the SLA clock.
The whole conversation, with internal notes only your team sees.
Set the status and priority, and choose who owns it.
Their earlier conversations and the SLA clock beside the reply.
Reply to the customer or leave an internal note.
A text message conversation, handled as a ticket.
Texts become tickets too, with notes only your team sees.
The customer's earlier conversations and the SLA clock beside the texts.
Website chat
A Website Assistant That Answers From Your Own Pages
Add a chat to your website with one line of code. The assistant answers from your help articles and your website's pages, and passes the chat to your team when it should.
It never makes up prices, hours or policies.
When it cannot answer, it says so and offers to pass the question to your team, or takes a message when nobody is free.
It hands the chat to a person when the visitor asks for one or the topic is sensitive.
Your team picks the chat up in the inbox, with the whole conversation.
Set its name, picture and colors, and see the chat change as you edit.
Install steps for WordPress, Webflow, Shopify, Squarespace and Wix.
The website assistant: how it introduces itself, what it answers from and when it passes a chat to your team.
It answers from your help articles and your own website pages.
Try a question before visitors do. It never makes up prices, hours or policies.
Decide who gets passed to a person.
The website chat widget: set its name, picture and colors, and see it live as you change it.
The chat your visitors see, previewed as you edit.
Your name, picture and brand colors.
One line installs it on any site, with steps for WordPress, Webflow, Shopify and more.
The chat on a real website: Northwind's assistant greets visitors and can take a live call.
Visitors get answers right away, and the team follows up.
Send a message, or talk out loud with the assistant.
Routing and SLAs
Queues and SLAs, So Nothing Waits
Set how fast you reply and resolve for each priority. Hiveku checks open tickets against those targets every 10 minutes and acts when one runs late.
First-reply and resolution targets for each priority.
When a ticket misses its deadline, raise its priority, alert its owner or post it to Slack.
Assign new tickets round-robin, or to whoever has the fewest open.
Team queues share incoming tickets among their members.
Confirm every new ticket by email, with its reference number.
Alert the team about live chats in the app, on their phones, by email and in Slack.
Close resolved tickets after a few days. A reply from the customer reopens them.
Ask how it went once a ticket is resolved: Great, OK or Not great.
SLA targets: how fast you reply and resolve, set by priority.
A first-reply target for each priority.
Faster resolution targets for urgent tickets.
Helpdesk automations: confirm every new ticket, run SLA clocks and decide what happens when a ticket runs late.
Every new ticket gets a confirmation with its reference number.
SLA clocks on every ticket, and what happens when one runs late.
Switch on auto-assign, reply routing and team alerts.
Customer emails go out from your own verified domain.
Inside Hiveku: Support Connected to Sales
A customer's tickets sit on their contact record beside their calls, emails, deals and invoices. A new ticket, a reply, an assignment or a resolved ticket can start a workflow, and open tickets can sit on a dashboard next to the rest of the business.
One customer's record: calls, emails, meetings, notes, tasks and invoices in one timeline.
Who they are, who owns them and where they came from.
Calls, emails, meetings and notes in one timeline.
Their company and deal, linked.
The first source that brought them in.
Triggers: start a workflow from a form, a deal, a booking, a call, a ticket, a payment, a schedule or a webhook.
Pick what starts the workflow.
Pick the exact event.
A front-desk dashboard: calls, missed calls, open tickets, overdue tasks and café sales.
Open tickets and overdue tasks, as of right now.
Sales by item, from your own data.
Sales by payment type, side by side with the rest of the business.
Answer Every Customer From One Place
The helpdesk and website chat are part of every plan, from $39 a month. Your tickets sit next to your CRM, your phones and your automations.
