Smart Support

Smart Support Center

Reduce ticket volume with interactive, self-service question maps that guide customers to the right answer — or create a fully contextualized ticket when human help is needed.

Flow Builder
Question Types
Support Articles

Six Node Types for Complete Support Flows

Build branching question maps visually using six purpose-built node types. No code required — just drag, connect, and publish.

1

Single Choice

Present customers with a set of options where only one answer applies. Each option branches the flow to a different path, narrowing the issue step by step.

2

Multiple Choice

Let customers select multiple applicable options from a list. Useful for gathering symptoms, feature lists, or configuration details before routing.

3

Number Input

Collect numeric values such as order numbers, account IDs, or quantity fields. Input validation ensures customers provide data in the expected format.

4

Knowledge Base Article

Surface a relevant knowledge base article inline within the flow. If the article resolves the issue, the customer never needs to submit a ticket.

5

Create Ticket

When self-service cannot resolve the issue, this node auto-generates a ticket pre-filled with every answer and selection the customer provided during the flow.

6

End Screen

Conclude the flow with a confirmation message, resolution summary, or next-step instructions. Customizable per branch for targeted follow-up guidance.

Support Flow Preview
1

Category Management

Organize support categories that map to your products, services, or issue types. Each category connects to its own question map and knowledge base resources.

Create support categories aligned to products or departments
Assign a dedicated question map to each category
Link relevant knowledge base articles to categories
Reorder and nest categories for intuitive customer navigation
Enable or disable categories without deleting configuration
2

Question Map Editor

A visual, drag-and-drop editor for building branching support flows. Connect the six node types to create decision trees that intelligently guide customers toward resolution.

Drag-and-drop canvas for placing and connecting nodes
Six node types: Single Choice, Multiple Choice, Number Input, Knowledge Base Article, Create Ticket, End Screen
Visual connection lines showing flow paths between nodes
Preview mode to test flows before publishing
Duplicate and edit existing flows for rapid iteration
Version history to revert to previous flow configurations
Knowledge Base

Knowledge Base

Author and manage help articles that are surfaced both in the support portal and inline within question map flows. Articles reduce ticket volume by answering common questions proactively.

3

Knowledge Base

Author and manage help articles that are surfaced both in the support portal and inline within question map flows. Articles reduce ticket volume by answering common questions proactively.

Rich text editor for creating help articles
Organize articles by category, product, or topic
Embed articles directly within question map flows
Search-optimized for customer self-service portal
Track article view counts and helpfulness ratings
Link related articles for deeper customer exploration
4

Self-Service Strategy

The Smart Support Center is designed with a self-service-first approach: resolve issues through knowledge before creating tickets. Measure deflection rates and continuously optimize.

Self-service resolution tracking — see how many flows end without a ticket
Ticket deflection rate per category and question map
Identify high-volume categories that need better self-service coverage
A/B test different flow structures to improve resolution rates
Customer satisfaction signals collected at End Screen nodes
Continuous improvement loop: analytics inform article and flow updates

Smart Support Center FAQ

No. The question map editor is entirely visual — drag nodes onto the canvas, connect them, and publish. No development resources required.
A ticket is auto-generated with all the answers and selections the customer provided during the flow. Your support agent receives a fully contextualized ticket, reducing back-and-forth.
Yes. The Knowledge Base Article node displays an article inline. If it resolves the customer's issue, the flow can end there — no ticket needed.
The self-service analytics dashboard shows ticket deflection rates per category, article view counts, helpfulness ratings, and the percentage of flows that end without a ticket submission.
Each category has one active question map at a time, but you can create multiple versions and switch between them. Version history is preserved for all changes.

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