Support operations
Organize incoming requests and team priorities.
Map request types to queues and owners, define service commitments, and review workload and service status.
The product
Automate the work around every support conversation.
Connect intake, bots, routing and service targets in workflows you configure. Use AI assistance where it fits, with your team in control of the customer experience.
01 / Your support operation
Capture the request and its context.
Bring email and embedded support into a ticket workflow. Capture the issue, the relevant product and the context your team needs to respond.
- Structured ticket intake
- Customer conversations
- Help Center and FAQ content
From question to conversation
Start with what the customer needs.
- Browse relevant help content
- Describe the issue and product
- Continue the conversation with your team
Illustrative intake journey. Channel setup varies.
02 / Your support operation
Route requests to the right team.
Organize requests into queues and route them around your support process. Use custom fields and views to help agents find and prioritize their work.
- Queue management
- Routing configuration
- Custom fields and smart views
ClariconOps · Conversation workspaceProduct capture
03 / Your support operation
Manage SLAs and service targets.
Define response and resolution targets with business hours, holidays and pause rules. See which conversations are on track, due soon or overdue.
- First and next response targets
- Resolution targets
- Business-hour schedules and performance views
Make the commitment explicit
Service targets that follow your working hours.
First response
Set the initial response commitment
Next response
Keep the conversation moving
Resolution
Track the path to closure
Configure business hours, holidays and pause rules for the applicable policy.
04 / Your support operation
Automate the steps your team repeats.
Configure rules around ticket events, conditions and actions. Use reusable replies for common questions and reports to review how the work is progressing.
- Event triggers, conditions and actions
- Reusable replies and team collaboration
- Configurable automation rules
ClariconOps · Automation rule editor
Bots and guided flows
Collect the details.
Guide the next step.
Build bot flows to ask questions, collect information and categorize requests before handing the conversation to your team.
Configure branches and actions around the customer journey you want to support. Test the paths and handoffs with your team before launch.
See bots in a demoClariconOps · Bot builder
Support analytics
Understand the workload.
Focus your next improvement.
Review queue and agent activity, response performance and service-target status. Use the findings to refine routing, team priorities and workflow rules.
ClariconOps · Operations dashboardProduct capture
AI in your support workflow
Use AI where it helps.
Keep your team in control.
Use configured knowledge to support AI responses and carry context into a handoff when a person needs to help.
Availability, data processing and supported actions depend on the agreed setup. Include answer quality, exceptions and human review in your pilot rather than assuming a particular automation outcome.
Review security and AI controls ↗Support workflows
Adapt the workflow to the work your teams do.
Coordinate requests across queues, products and specialist teams while keeping customer context and ownership clear.
Complex escalations
Keep customer context through handoffs.
Capture product and issue details, coordinate with specialists, and connect the agreed engineering workflow.
Multiple products and teams
Give each support team a workflow that fits.
Organize product context and fields, configure routing and views, and review access and reporting needs.
Connected tools
Bring customer channels and team tools into the workflow.
Connect customer messages to support tickets, keep teams informed about ticket and SLA changes, and coordinate engineering work.
Team notifications
Slack
Keep your team informed in Slack channels.
Send notifications for ticket updates, customer replies and SLA warnings or breaches based on the events you select.
Connection requirements
Connect your Slack workspace, grant channel access and choose the events and destinations for your notifications.
Team notifications
Microsoft Teams
Bring support updates into Teams channels.
Notify colleagues when tickets change or SLAs need attention, with ticket context and a link back to the workspace.
Connection requirements
Authorize your Microsoft tenant and select the Teams channels that should receive ticket and SLA notifications.
Customer messaging
WhatsApp Business
Turn WhatsApp conversations into support tickets.
Messages to your connected business number create or update tickets, so agents can respond from ClariconOps.
Connection requirements
Connect a WhatsApp Business number through Meta and configure inbound messaging. WhatsApp messaging policies apply.
Customer messaging
Facebook Messenger
Manage Facebook Page messages as support tickets.
Private messages to your connected Page create or update tickets, with agent replies sent back through Messenger.
Connection requirements
Authorize a Facebook Page administrator and configure Page permissions and webhooks. Meta approval requirements apply.
Customer messaging
Discord
Bring community support into your ticket workflow.
Turn bot DMs and messages in configured support channels into tickets, and send agent replies back to Discord.
Connection requirements
Connect your Discord bot and choose support channels. Server channel messages require the Message Content intent and channel permissions.
Support intake
Keep email requests in the support workspace.
Convert incoming support emails into tickets and keep follow-up replies with the customer conversation.
Connection requirements
Configure your support mailbox and sender details, then verify inbound delivery and outbound replies.
Engineering collaboration
Jira
Turn support escalations into Jira work items.
Create an issue in your selected project from support events, carrying ticket context into the engineering workflow.
Connection requirements
Connect your Jira site, select a project and issue type, and configure which support events should create work items.
Custom connections
Webhooks & APIs
Connect support events to your own systems.
Use webhooks and APIs to exchange ticket information and trigger actions in your existing applications.
Connection requirements
Configure authenticated endpoints, select the events and data you need, and verify delivery with your application.
Configure connections and event rules for your workspace. Messaging channels require the relevant business account, bot or Page. Product names and logos belong to their respective owners.
SDK integrations
Embed support in your product with SDKs.
Explore web, mobile and game integration options with our team. Packaging, distribution and device validation vary by platform.
| Platform | What to confirm |
|---|---|
| Web | Hosted widget or package installation, allowed origins and user identity. |
| Android & iOS | Distribution access, supported toolchain, signed user identity and physical-device acceptance. |
| Flutter & React Native | Package access, native setup and end-to-end device checks. |
| Unity & Cocos | Supported native build, WebView requirements, distribution access and device acceptance. |
Ask our team for installation access, supported versions and platform requirements before scheduling your rollout.
Security & enterprise controls
Review access, data handling and operational responsibilities.
Use these topics to guide your organization’s review. Confirm deployment details and supporting documentation with our team.
Identity & sign-in
Review identity-provider setup, account access and the sign-in policy for your organization.
For your review
Confirm your identity provider, supported protocol and enforcement requirements.
Permissions & accountability
Roles and permissions help organize access. Audit features provide records for supported actions.
For your review
Confirm role boundaries, audit coverage, access reviews and offboarding.
Customer data
Support conversations can include customer details and attachments. Review intended data flows before using production information.
For your review
Confirm hosting, retention, deletion, export and any residency requirements.
AI & data handling
Agree which data an AI provider processes and which actions it can take.
For your review
Review provider, processing location, retention, human review and failure handling.
This overview supports an initial review. Certifications and contractual service commitments must be verified separately.
Discuss your requirements with our team ↗Implementation & evaluation
Start with a focused support workflow.
Map the workflow, configure the workspace, then test typical requests and exceptions with a focused team.
- Map your operation. Choose the customer journey, teams, channels and service commitments to evaluate. Agree a baseline and the outcome you want to measure.
- Set up the workflow. Define queues, routing, fields, service targets and permissions. Connect the agreed channels and test the workflow with sample data.
- Test with a focused team. Walk through typical requests, exceptions and handoffs. Review agent effort, response targets and operational visibility against the baseline.
- Prepare the wider rollout. Review pilot findings, agree operating responsibilities and train the wider team. Expand only after the required checks and commercial terms are agreed.
See it with your workflow
See your support
workflow in action.
Explore how automation, bots and AI assistance fit your support process. Request a demo or a workspace for your team.