Tickets
Service’s core object. Pipelines, assignments, SLAs, automation. Separate from deals — but can link to them.
Knowledge Base
Articles with categories and search. Public or gated. Agents deflect repeat questions by pointing customers to the KB.
Customer Portal
Gated portal where customers see their tickets, submit new ones, access KB. Reduces email back-and-forth.
SLAs
Response and resolution targets per ticket priority. Business hours calendars. Escalations on breach.
Conversations Intelligence
Call recording, transcription, keyword tracking. Agent coaching and customer sentiment signals.