Fire
Outages, security exposure and churn risk. Auto-routed to the on-call lead with a countdown to escalation.
Support AI for SaaS teams
Live triage
Cut first response time,
Cut first response time,
stop SLA leaks.
Support Pulse classifies every incoming ticket into AI urgency lanes, drafts a cited reply in your team's tone, and watches per-agent trends — so drift gets caught before an SLA slips.
Five urgency lanes
Cited, on-tone drafts
Auto-resolution built in
0
Tickets triaged per run
every one sorted into a lane, none left cold
0
Tone presets on every draft
Friendly · Direct · Apologetic
0 lanes
From Fire to Auto-resolved
urgency decided the moment a ticket lands
Five urgency lanes
Every ticket lands in the right lane
Support Pulse reads each incoming ticket — content, customer, history — and classifies it into one of five urgency lanes with a confidence score. Repeat low-stakes tickets resolve themselves.
High
Blocking bugs, billing disputes and blocked Enterprise accounts that need a human today, not tomorrow.
Normal
Standard how-to and configuration questions, queued with a drafted reply already waiting for review.
Low
Non-urgent feedback and nice-to-haves that shouldn't crowd out the work that's actually on the clock.
Auto-resolved
Repeat low-stakes tickets — reset links, invoice PDFs — closed automatically with a cited reply.
Auto-resolution keeps the queue honest. When the same low-stakes ticket shows up again and the KB has a confident answer, Support Pulse handles it end to end — so your team spends its attention on the Fire and High lanes that actually move an SLA.
How a ticket clears
Triage → Draft → Route
Three moves happen the instant a ticket arrives — no rules to hand-tune, no macros to maintain.
1
Triage
The ticket is classified into an urgency lane with a confidence score, pulling in customer tier, MRR and history to decide how hard it should push.
2
Draft
A reply is written in your team's tone — Friendly, Direct or Apologetic — grounded in KB articles and prior tickets, with every source cited under the draft.
3
Route
Fire tickets go straight to on-call with an escalation timer; repeat low-stakes ones auto-resolve. Everything else lands in a queue with the draft ready to send.
Coaching from the data
Catch CSAT drift before an SLA slips
Per-agent scorecards track first response, resolution, CSAT and escalation rate — with 12-week trend lines that surface the moment a metric starts sliding, not weeks after it already has.
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Four metrics per agent
First response, resolution, CSAT and escalation rate — each against team average and target.
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12-week trend lines
A rolling window per metric so you see direction, not just today's snapshot.
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Coaching moments, grounded in tickets
Every flagged moment links back to the real ticket behind it — a 1:1 that writes itself.
Saoirse DoyleL1 · Platform · 3 months tenure
CSAT drift
First resp
22m
−2m wow
Resolution
11.3h
+0.4h wow
CSAT
79%
−3 wow
12-week trend
First resp
Resolution
CSAT
Product tour
The workspace your team lives in
From the live triage inbox to a single ticket's cited reply — here's what an agent actually sees.
01 — Triage inbox
Twenty-eight tickets, already sorted
The live inbox groups open tickets under Fire, High, Normal and Low — each with the customer, plan tier, tags and a suggested action. An SLA-at-risk rail on the right counts down the ones about to breach.
- Confidence score on every classification
- SLA-at-risk rail with live countdown
02 — Team scorecard
Every agent's twelve weeks, at a glance
Pick an agent and read first response, resolution, CSAT, ticket volume and escalation rate against team average — with a 12-week trend chart underneath and coaching moments grounded in real tickets.
- Week-over-week deltas on each metric
- Escalation rate flagged against target
03 — Ticket detail
A drafted reply, with its sources shown
Open a ticket and you get an AI triage summary, the customer's message, and a drafted reply in a chosen tone — grounded in KB articles and prior tickets, each source listed under "Why this reply."
- Draft confidence and citations inline
- Customer context sidebar always in view
Tomás Alvarotomas@quanto.mx · LATAM
Enterprise
MRR
$12.8k
Account age
891d
Lifetime tix
63
Region
LATAM
Health: Strong. CSAT 92 · NPS +48 · renews in 47 days.
Recent tickets last 5
- 5xx errors on /v2/jobsOutage · 11m
- Cancel: switching competitorChurn · 22m
- Charged twice for AugustBilling · 38m
- SAML SSO login failsSSO · 51m
Context on every ticket
Who you're replying to, before you type
A customer sidebar rides along with every ticket — plan tier, MRR, account age, lifetime volume, health and recent tickets. The urgency lane already knows all of it, so a $12.8k/mo Enterprise account never gets treated like a trial.
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Plan tier & MRR in view
Revenue-weighted urgency, so the biggest accounts don't wait behind trials.
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Account age & ticket history
Recent tickets surface a pattern — three webhook issues in a day reads differently than one.
Under the hood
Built on a modern, typed stack
Next.js
Tailwind CSS
Framer Motion
TypeScript
Every ticket triaged, every SLA protected
See Support Pulse on your own queue
We'll walk your team through live triage, cited drafts and the scorecards — on tickets that look like yours.