Every tool your support team needs.
One inbox.
Every conversation.
Email, live chat, and contact forms β unified in a single workspace so nothing slips between the cracks.
Custom Fields β finally, tickets that fit your workflow
Capture any data that matters to your team. Add dropdowns, text inputs, or toggles to every ticket. Set required fields so agents never skip critical info. Trigger automations based on field values.
Email, live chat, and contact forms in one shared inbox. No more tab-switching.
When a ticket drifts into multiple topics, split it into separate threads in two clicks β each with its own context.
Merge duplicate conversations in one action. Bulk-assign, bulk-label, bulk-close across your whole inbox.
Hide non-urgent tickets and bring them back exactly when you need them. Just type "tomorrow at 3pm" β that's it.
Write your reply when it's fresh. Schedule delivery in natural language β "next friday 10pm." Only sends if customer hasn't already replied.
A 5β30 second send delay so you can catch typos, missing attachments, or second thoughts before the email leaves your inbox.
See when a teammate is already viewing or typing on the same ticket. No more duplicate replies.
Have internal team discussions inside any ticket. Customers never see them. @Mention a teammate to loop them in instantly.
Persistent notes on every contact β accessible across all their tickets. Never ask "what happened last time?" again.
Store your best responses for instant re-use. Global and inbox-specific options β synced in real-time for your whole team.
Tag conversations for instant routing, pattern spotting, and reporting. Labels sync in real-time across your workspace via WebSockets.
Edit a ticket's subject line from right inside the thread. Keeps things organized internally without confusing the customer.
Add up to 5 CC or BCC recipients per reply. Fields persist across drafts so you never re-add the same person twice.
Distribute incoming tickets evenly across your team automatically. Nobody gets buried while others sit idle.
Change status, set priority, assign an agent, or open in a new tab β all from a right-click without leaving your conversation list.
Suspicious emails get flagged. "do-not-reply" addresses never receive auto-responses. Clean inbox, zero waste.
Support customers the moment they need you.
An embeddable chat widget that's genuinely fast, collaborative, and easy to customize.
Multiple agents can assist the same customer simultaneously β no response overlap, no confusion.
Customers see a live animated stream as NEO composes its reply β reducing perceived wait time and building trust.
Collect structured info (order ID, issue type, account URL) before the chat starts. Auto-populates the ticket sidebar and triggers routing.
Customers and agents can attach files, images, and audio directly in the chat. Drag, drop, done.
Send consistent, fast pre-set responses directly from the chat widget. Revamped interface for speed and ease.
Give your AI chatbot your brand's name and logo. Customers interact with "Aria from Acme" β not generic AI.
Generate a direct link to any live chat conversation. Share with a teammate or route to the right expert instantly.
Audio alerts for new incoming chats. Firebase-powered push notifications deliver reliably to all agents, even in the background.
See which pages your visitors are on in real-time. Reach out proactively to high-intent prospects before they leave.
Maintain a dedicated Q&A database to train your chatbot. Create, edit, and delete Q&A pairs directly from chat settings.
Customers can rate AI responses and flag unhelpful answers for improvement β a continuous feedback loop for your chatbot.
Scroll through the entire chat history without page loads. Skeleton loaders make the interface feel instant even on slow connections.
AI trained on your data.
Honest about what it can do.
NEO is your AI assistant β trained on your own knowledge base, website, and documents. No hallucination-prone generic models. No inflated resolution rate promises.
The AI Playground β test before you deploy
Before NEO speaks to a single customer, test every reply in a sandbox. Hit "Improve Answer" to refine it. Deploy only when you're confident. No other helpdesk does this.
Explore AI Features βFeed NEO your knowledge base, PDFs, spreadsheets, and website URLs. It learns your product and updates automatically when articles change.
Point NEO at any URL. It crawls the page, extracts real content, and adds it to its training data β with duplicate detection and rate limiting.
While an agent reads a ticket, Copilot drafts a reply in the background. One click to use it, two seconds to edit, done.
Long thread? Copilot instantly summarizes it so any agent can get context in seconds β not minutes.
NEO handles routine questions autonomously β shipping status, refund policy, how-to's β and hands off complex ones to humans with full context.
NEO reads incoming tickets, applies the right tags, and sets priority β before a human even opens the conversation.
All AI configuration in one place β training sources, auto-reply rules, chatbot branding, and playground. No more hunting through settings pages.
Connect different AI assistants to different inboxes. Sales inbox gets one persona; support inbox gets another.
Add a new document, update an article, or crawl a page β NEO learns it immediately. No waiting, no retraining queue.
Most helpdesks claim 60β80% AI resolution rates. Reality: independent data shows 20β45% in the first months β and that's fine if your AI is genuinely resolving, not just deflecting. We give you real metrics, real training tools, and realistic expectations so you can deploy AI that actually works for your team.
Help customers help themselves β 24/7.
A public or private help center that's fast to build, easy to search, and powerful enough to train your AI.
Cuts support volume by up to 70%.
A Notion-style editor that's fast, clean, and gets out of your way. Quick-access toolbar up top so formatting is always one click away.
Context-aware AI that generates documentation 3Γ faster. Describe what you need; AI drafts the article. You review and publish.
Add collapsible sections to any article. Keep pages clean while hiding detail that only some readers need.
Break any process into clear numbered steps. Perfect for tutorials, setup guides, and onboarding flows.
Upload, organize, and embed images and videos directly inside articles. A full media library β right in the editor.
Customers search with natural language β even messy, imperfect queries. AI understands intent and surfaces the right article.
Share a specific AI search result via URL. Point customers directly to the answer β no searching required on their end.
Articles save automatically as you write. Restore any previous version with one click β never lose a draft again.
Host on your own domain. SEO-optimized URL structure, geo-targeting, and multilingual support to drive organic traffic.
Internal knowledge base for your team. Restrict access by role β keep internal processes, SOPs, and playbooks confidential.
Auto-detects your visitor's system preference and switches themes accordingly. No setting to toggle.
Retrieve articles programmatically via the Consumer API. Embed knowledge base content in your own app or website β full CRUD support.
Stop doing the same thing twice.
Build if/then rules in plain English. Let ThriveDesk tag, assign, route, and escalate β while your team handles the conversations that actually need a human.
Build conditions and actions with dropdowns β no code, no developer. Trigger on email content, subject, sender, tags, inactivity, or custom fields.
Filter automation triggers by multiple criteria simultaneously. Complex routing logic β no complex setup.
Route tickets based on what AI detects β intent, sentiment, keywords. Async processing keeps it fast even at high volume.
A customer picks "Billing" in your contact form β ticket auto-routes to the billing team. Zero manual sorting required.
Set response time targets per inbox or priority level. Auto-escalate when a ticket is about to breach β before it does.
Trigger webhooks on any event. Connect ThriveDesk to your CRM, billing system, or internal tools without middleware.
Example Automation Rules
WordPress ecosystem.
Not bolted on.
Our WooCommerce integration was built by the same engineer who built ThriveDesk. That's why it works β order data, refunds, subscriptions β all inside your helpdesk.
View complete order history, check shipping status, cancel or refund orders, and edit order items β without leaving ThriveDesk.
Add, modify, or cancel WooCommerce subscriptions for any customer. Full subscription lifecycle in one place.
Embed a full help center + conversation portal directly inside your WordPress site or WooCommerce "My Account" page. No coding required.
Data is synced via API and cached as files. No extra database queries. No slowdowns on your WordPress site.
Control exactly what each agent can see and do in WooCommerce β view orders, issue refunds, edit items β at a granular level.
Selling digital products? EDD, SureCart, and Freemius integrations show real-time purchase data right inside each ticket.
No data stored on ThriveDesk servers. WordPress plugin v2.1.2+ includes nonce verification, stricter validation, and improved sanitization.
Compatible with any WordPress form builder for ticket creation. Use Gravity Forms, WPForms, Contact Form 7 β whatever you already have.
π¬ "User classification data became vital for us. We needed to serve our premium customers first to keep our business running." β Mehedi Hasan, CEO, Themefisher (switched from Zendesk)
Works with the tools you already use.
Billing, payments, development, CMS, and your own backend data β everything surfaced inside the ticket, so your agents never leave ThriveDesk.
Customer billing details and full transaction history β visible right inside the ticket. Answer billing questions in seconds.
See subscription status, plan details, payment amounts, next billing dates, and payment methods β all in the support dashboard.
View repo names, issue titles, and Open/Closed status. Search repos, add images to discussions, sync redirects β all from ThriveDesk.
Add live chat to any Dorik website in one click. Customer contacts automatically imported.
Build custom apps with a drag-and-drop builder. Pull in data from any external API β your CRM, subscription system, product analytics β into any ticket sidebar.
Switch from Zendesk? We handle the full migration β all conversations, contacts, and history β at no extra cost, with zero data loss.
Same for Help Scout β full concierge migration, 1:1 condition matching, no starting from scratch.
Trigger webhooks on any event. Build custom workflows in Zapier, Make, or your own backend with ThriveDesk's REST API.
Know what's working. Fix what isn't.
Four dashboards that give your team and leadership the numbers they actually need β without digging through spreadsheets.
Track incoming volume, open vs. closed conversations, and team activity β over any time period you choose.
Measure customer satisfaction over time. Export or share your CSAT score as a badge on your marketing site.
See your top-performing agents by response time, tickets resolved, and satisfaction score. Celebrate your best people.
Benchmark your team against your own goals. Track trends over time and identify when performance is drifting before it becomes a problem.
See exactly how long your team takes to first reply and to resolve β by inbox, agent, or across the whole team.
Run reports for any date range β daily, weekly, monthly, or any custom window. Compare periods side by side.
Full support power in your pocket.
Native apps for iOS and Android. Not a watered-down mobile web view β real apps built for real support work on the go.