Support that talks to your health scores
Quick answer: RETAIN includes a lightweight service desk inside the CX platform: a shared inbox, full ticket lifecycle with SLA tracking and breach detection, AI-assisted triage, and ticket logging from the client portal — with support activity feeding the same health score that drives your playbooks and QBRs.
Why support belongs in the CX platform
When support lives in a separate tool, the CS team finds out about a bad week of tickets at the QBR — or at the renewal. Inside RETAIN, the ticket record and the account record are the same record: a spike in support volume is visible on the account, weighted into its health score, and available to the QBR narrative without anyone exporting anything.
What's in it
- Shared inbox — one queue for the team, worked from a single view
- Full ticket lifecycle — statuses, assignments, resolution codes and reopen tracking
- Priority derived from impact and urgency — escalated automatically for top-tier accounts, red health, or an approaching renewal
- SLA policies with response and resolution targets, and automated breach detection
- AI triage — INTEL suggests category, priority and sentiment; a human accepts before anything is set
- Portal ticket logging — your clients raise and track tickets from their portal
- Support trend feeds the account health score
AI suggestions are kept separate from human-set fields until accepted — the ticket record stays yours. Support is one of the eight signals in health scoring.
See it on your own accounts
See the Service Desk working against live accounts — book a demo from the homepage.