Custorva's first release is available at custorva.com.
What is included
- Shared email inbox. Connect a support address through your own Postmark server. Customer emails arrive as conversations, threaded on their message headers, and replies go out from your own domain.
- Tickets. Every conversation carries a ticket with a status (new, open, pending, on hold, solved, closed), a priority, an assignee and a team. Every change is recorded in the ticket's history.
- Teams and assignment rules. Group agents into teams, and route new tickets automatically by rule.
- SLAs. Set first-response and resolution targets per priority, team or customer tag, measured in business hours with holidays. Agents are warned before a target is breached.
- Collaboration. Internal notes and @mentions that customers never see, shared and personal reply templates, and a warning when a colleague is viewing or replying to the same conversation.
- Customers and companies. Customer records with contact identities, tags, custom fields, duplicate detection and CSV import.