Knowledge base

Customer Support Tools

6 articles
Support Report & Insight The Support Report is a dashboard that displays key support metrics and operational health through configurable card-based sections. Access it via Reporting > Support Report in the admin interface. Cards show KPIs, trends, and status information about agent performance, ticket resolutions, and operational insights. Interact with cards through filtering, drill-down capabilities, and customization. The dashboard respects your brand coverage and permissions—you see only data relevant to your role. Status Page User Guide The Status Page is a white-labelled, public-facing portal in ellocharlie where your customers can monitor your system's health in real time. It displays overall system status, per-service uptime metrics, and a timeline of past incidents—all automatically branded with your company logo, name, and colors. No login required. Notion Integration User Guide The Notion integration lets you connect your Notion workspace to ellocharlie and automatically sync data like deals, projects, and tasks between the two platforms. Once authorized, you can map your custom fields, choose sync direction (one-way or two-way), and monitor sync activity in real time. Slack Integration User Guide The Slack integration enables your ellocharlie help desk team to receive and respond to customer support inquiries directly within Slack. Connect your customer-facing Slack channels to the help desk, allowing your support staff to view incoming questions and publish ticket status updates back to Slack without leaving the platform. This bridges the gap between customer communication and your internal help desk workflow, reducing context switching and accelerating response times. Help Desk User Guide for Agents The Help Desk is a multi-channel support platform where you manage conversations from website chat widgets (product and marketing) and inbound email. You view conversations in a filterable list, respond in real-time, assign tickets, snooze conversations, invoke AI auto-responses, and collaborate through mentions. The system tracks visitor online presence, delivers messages bidirectionally, and includes an in-app Claude assistant to help you craft responses. NPS Feature Guide The NPS (Net Promoter Score) feature lets you gather customer satisfaction feedback through a simple 0–10 scale survey. Configure it in your tenant settings, embed the widget on your customer-facing pages, and review aggregated scores and individual responses in your feedback dashboard to understand what drives customer satisfaction.