Ticketing
- Shared inbox for every channel
- One thread per customer case
- Priorities, tags and snoozing
- Public replies and internal notes
Complete support operations
One platform for your entire support operation.
Handle email, tickets, queues, routing, translations, customer conversations, knowledge and reporting in one workspace — with Maia in chat and voice at the front.
The daily workspace for the whole support team.
Every email, portal message and Maia handover becomes a structured ticket. Rules send it to the right team, support agents work in one thread, and managers see service levels and workload in real time.
Complete Support Platform
All questions enter one inbox
Email, customer portal, chat and voice create one continuous customer history.
Rules route the work
Category, organisation, channel and keywords can set team, owner and priority automatically.
The team resolves and learns
Agents reply, translate and add notes; SLA, CSAT and recurring knowledge gaps are measured.
Everything a support team needs, in one platform
A complete replacement for a traditional support suite. Unlimited support agents, one shared customer history and no per-seat pricing.
Queues and routing
- Mine, team, unassigned and breaching queues
- Rules route by category, organisation, channel or keyword
- Automatic team, owner and priority
- SLA timers and breach warnings
Customer portal
- Customers open, follow and reply to their cases
- Secure one-time access links
- Satisfaction rating on closed cases
- Full case history per customer and organisation
Email integration
- Send and receive from your own support address
- Email threading in the same ticket
- Quotes and signatures stripped automatically
- Protection against reply loops
Multilingual conversations
- Translate messages in one click
- The customer's original wording is preserved
- Answer in the customer's language
- The knowledge base is translated too
Maia in the workflow
- AI agent answers first in chat and voice
- Sourced reply drafts for agents
- Handovers arrive as structured tickets
- Maia's resolved share is measured
Knowledge built in
- Help centre and rich articles
- Teach Maia expert interviews
- Tutorial Studio video guides
- Knowledge-gap insights
Reporting and quality
- Volume, first response and resolution time
- Reopen rate, CSAT and workload
- SLA and Maia's share of resolutions
- Follow up recurring knowledge gaps
Unlimited agents and roles
- No per-seat pricing
- Roles for admins and agents
- Customer data isolated per account
- Audit history
The complete workspace
- Shared inbox, tickets and queues
- Automatic routing to team and owner
- Priorities, SLA and snoozing
- Public replies and internal notes
- Message translation with original preserved
- Customer portal and support email
- Customer and organisation history
- Maia chat, voice and sourced reply drafts
- Help centre, Teach Maia and Tutorial Studio
- Operations reporting, workload and CSAT
- Unlimited support agents
- Roles, customer isolation and audit history
Common questions
- Can we use our own support email?
- Yes. Incoming and outgoing email can be connected to the same ticket thread and customer history.
- Are support agents charged per seat?
- No. Support agents are unlimited; the package is not priced per seat.
- Are customer workspaces isolated?
- Yes. Customer data is separated at the database level and access rules are tested automatically.
- Does Maia send replies for support agents?
- No. Maia can prepare a sourced draft, but a support agent chooses when to send it.
- Can customers follow their cases?
- Yes. Verified contacts can view, reply to and rate their own cases in the customer portal.
- What reporting is included?
- Volume, first response, resolution time, customer satisfaction and Maia's resolved share are included.
- Can we keep an existing help centre?
- Yes. Existing public sources can be connected while you use the rest of the support platform.