Tickets that arrive understood, and routine ones that resolve themselves

Flow reads every ticket, attaches the account history and routes it to the right person, or handles refunds and updates on its own.

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A support agent wearing a headset, smiling at her desk
of tickets triaged with no manual step
62%
time to first response
−41%
average satisfaction on resolved refunds
4.8/5

Workflows support teams run on Flow

Keep your helpdesk. Flow does the lookups, the routing and the follow-ups around it.

  • Ticket triage

    Classify intent and urgency, attach account context and route to the right queue.

    Uses Zendesk, Salesforce.

  • Refunds within policy

    Check the order, apply your refund rules and issue the refund in one step.

    Uses Shopify, Stripe.

  • VIP escalations

    Alert the account owner in Slack when a high-value customer opens an urgent ticket.

    Uses Intercom, Slack.

  • Bug reports

    Turn confirmed bugs into issues with steps to reproduce, and update the customer when fixed.

    Uses Zendesk, Linear.

  • Outage updates

    Tag every related ticket during an incident and reply when it's resolved.

    Uses PagerDuty, Zendesk.

  • Satisfaction follow-up

    Reach out personally after a low rating and log the reason for the weekly review.

    Uses Intercom, Google Sheets.

Triage that writes the first paragraph for you

Agents start every ticket with the answer to 'who is this and what do they need', instead of an investigation.

  1. 1Read and classifyAn agent reads the ticket and decides intent, urgency and language.
  2. 2Add contextPlan, recent orders and open tickets are pulled in and summarised in two lines.
  3. 3Route or resolveRoutine requests are handled outright. The rest go to the right queue, ready to answer.
Workflows/New ticket triageLive
TriggerNew ticket created#48213 · Email
AgentClassify the requestBilling · High · English
ActionLook up the accountBusiness plan · 2 failed charges
ActionRoute with a summaryQueue: Billing
NotifyAlert the account ownerStrategic account

“Flow reads every new ticket, pulls the account history and routes it with a summary attached. Our agents start on the answer instead of the investigation.”

Hana WeberDirector of Support Operations, Quillo62%of tickets triaged with no manual step
Hana Weber, Director of Support Operations at Quillo

Connects to the tools you use

All integrations
  • Zendesk
  • Intercom
  • Shopify
  • Stripe
  • Slack
  • Linear
  • PagerDuty
  • Salesforce

Support questions

Does Flow reply to customers directly?

It can, for the requests you allow, like order updates or refunds within policy. Many teams start with triage only and add replies once they trust the classifications.

Do we have to change helpdesk?

No. Flow works with Zendesk, Intercom, Freshdesk and Front through their APIs, and your agents keep working where they are.

How does Flow handle other languages?

Agents read and write in more than forty languages and tag each ticket with the language detected, so you can route by language too.

Give every agent a head start

Start with ticket triage, or book a demo and we'll run it on a week of your real tickets.

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