Is the knowledge base public?

It can be. You write and verify articles inside the CRM, and the ones you publish public render in a branded, customer-facing help center your customers browse and search without an account. You control which articles stay internal and which go public, article by article.

What kinds of surveys can I send?

CSAT, NPS, and CES, the three standard customer-feedback scores, plus supporting rating, choice, yes/no, and open-text questions. A CSAT survey can fire the moment a ticket resolves, or you share any survey by a public link. A low score routes back to the owner so the team follows up, and every response lands on the customer record.

Which plan includes support?

The support suite, tickets, the knowledge base and public help center, and Feedback, is on Business and Ultra. The AI resolution agent is included on Ultra, and the AI Customer Support Agent is a paid add-on available on Ultra. Business from $166.66/mo billed annually. Every plan starts with a 14-day trial for $2.99, credited to your first month.

Customer Support

A whole support suite on the customer record

A ticket queue, a knowledge base with a branded public help center, and CSAT, NPS, and CES feedback, run from the CRM your sales team already uses. Open a ticket and the contact, the company, and the deal history are right there. On Ultra, the AI drafts replies, and the AI Customer Support Agent add-on serves your customers.

The support suite is on Business and Ultra. No separate help desk to buy.

Start your 14-day trial

What does Laureo customer support include?

Laureo support runs a ticket queue, a knowledge base with a branded public help center, and CSAT, NPS, and CES surveys on the same customer record your sales team works from. Open a ticket and the contact, the company, and the deal history are already there. The suite is on the Business and Ultra plans, and Ultra adds AI reply drafts. The AI Customer Support Agent, a paid add-on available on Ultra, serves customers from your knowledge base.

Why here

Support belongs on the customer record

A separate help desk gives you two tools, two databases, and no shared view between the people who sold the deal and the people who support it. When a customer writes in, the agent starts from zero.

In Laureo, a ticket sits on the same contact and company your sales team works from. The agent picks up the open deal, the recent emails, and the custom fields before they reply. Better context, fewer hand-offs, faster resolution.

ticket statuses: 6ticket statuses
priority levels: 4priority levels
shared customer record: 1shared customer record

Tickets

A ticket queue that lives in the CRM

Your team opens, assigns, and resolves tickets inside Laureo. Every ticket carries its own reference ID, prefixed TKT-, moves through six statuses and four priorities, and stays attached to the contact and company it came from.

On the customer recordThe ticket sits next to the open deal and the email history, so the agent never starts from zero.
Six statuses, four prioritiesEvery ticket reads at a glance: where it is, how urgent it is, and who owns it.
Assigned to an agentEach ticket has one named owner, so nothing sits unclaimed in a shared queue.

See the full help desk: statuses, priorities, agent assignment, and SLA targets.

Search tickets

StatusAll statusesPriorityAll priorities

2 new, refreshNew ticket

Subject	Status	Priority	Assignee	Contact	SLA
CSV export missing custom fieldsTKT-7hQ4kMxR9vTdEmail	Open	High	Ana Ruiz	Priya NairNorthwind Supply	At riskDue in 2h 14m
Add teammate to billing workspaceTKT-3bNpW6zKfR2mPortal	In progress	Medium	Leo Marsh	Daniel ReyesHarbor & Lane	On trackDue in 9h 40m
Delivery window changed after checkoutTKT-9vXcD4tHnQ7sLive chat	Open	Medium	Unassigned	Maya TorresBeacon Logistics	On trackDue in 1d
Invoice shows the old billing addressTKT-5mKfR8yWpJ3qPhone	In progress	Low	Iris Chen	Tom BeckerCobalt Ridge Media	On trackDue in 2d
Export fails for archived recordsTKT-2sYnB7dLxV4kEmail	Resolved	Medium	Leo Marsh	Alice WhitmanFernwood Health	On trackDue in 4h 10m

Page 1 of 2

Search tickets

CSV export missing custom fieldsOpenHighAt riskDue in 2h 14mPriya NairAna Ruiz

Add teammate to billing workspaceIn progressMediumOn trackDue in 9h 40mDaniel ReyesLeo Marsh

Lifecycle

From open ticket to a closed loop

A support issue is not done when someone replies. It runs a full lifecycle on the record, and each step is visible to the whole team.

1
Ticket opened
Created on the customer record and assigned to an agent.
2
SLA target set
A response and resolution deadline by priority.
3
Resolved
The agent works it to a close, with the history on the record, and a quality review scores the conversation against your own rubric.
4
Feedback collected
A CSAT survey can fire the moment it resolves, and a low score routes back to the owner.

Knowledge base

Write it once, find it fast

Write an article once and the whole team reuses it. File it under a category, keep it verified with an owner and a review date, and search across everything when a ticket lands. Then publish the article public, and it renders in a branded help center your customers search themselves, before they ever open a ticket.

Search the whole libraryThe right answer is a query away the moment a ticket comes in.
Verified, then publishedAn owner and a review date keep articles trusted, and only verified content goes public.
Branded public help centerPublish to a customer-facing help center, so customers find the answer without writing in.

See how the knowledge base works: authoring, verification, and the branded public help center.

Feedback

Ask how it went

Hear directly from customers with CSAT, NPS, and CES surveys. A CSAT survey can fire the moment a ticket resolves, or share any survey by a public link. When a response comes back a low score, it routes to the owner so the team follows up.

CSAT, NPS, and CESThe three standard customer-feedback scores, plus supporting rating, choice, and open-text questions.
Fires on resolveA CSAT-on-resolve program asks while it is fresh, or send any survey by link on your terms.
Back on the recordResponses land on the same record as the deal and the ticket, and a low score reaches a person.

See the Feedback page: CSAT, NPS, and CES, on-resolve triggers, and detractor routing.

SurveysProgramsResponsesAnalytics

SurveysSupport satisfaction

Responses

148

NPS

+62

CSAT

91%

CES

5.4

NPS breakdown

Promoters105

Passives30

Detractors13

Response trend

2026-08-242026-08-252026-08-262026-08-272026-08-28

SurveysProgramsResponsesAnalytics

Support satisfaction

Responses

148

NPS

+62

CSAT

91%

CES

5.4

NPS breakdown

Promoters105

Passives30

Detractors13

AI assist

AI drafts the reply. You stay in control.

On Ultra, the AI reads the ticket thread and the customer record and drafts the reply for your approval. Autonomy is graduated and starts safe, so a human approves every reply until you decide otherwise, and every autonomous move is written to a signed log you can audit. The embeddable AI Customer Support Agent, available as a paid add-on, replies to your customers from your verified articles, cites its source, and hands off to a person when it is unsure.

Drafts on the ticketThe AI drafts the reply from the thread and the record, and a human approves it by default.
A support agent for customersAn embeddable agent, sold as an add-on, answers only from your verified articles and escalates into a real ticket.
A human is one click awayThe moment anyone asks for a person, the AI steps back and the ticket goes to your team.

Support AI agentsUltrathe resolution agent is included on Ultra with fair-use limits; the AI Customer Support Agent is a paid add-on

See the AI Customer Support Agent and the ticket agent-assist.

Intake

Customers reach you the way they already do

A customer does not have to learn your tools to get help. A customer email opens or threads a ticket on the right record, and an agent reply goes back to them by email. A customer can also sign in to a portal with a secure link to raise and track their own tickets, seeing your public replies but never the internal notes.

Email-to-ticketYou connect your own support mailbox on Google Workspace or Microsoft 365, an account that can sign in on its own; from then on a customer email opens or threads a ticket on the right record, and your reply emails them back.
Customer portalA secure link signs a customer in to see their own tickets and your public replies.
Or work it inside LaureoYour team still opens and works tickets directly on the record, all in one queue.

See the full help desk: the queue, routing, SLA targets, macros, and intake.

SLA

Hold the response time you promised

Every ticket carries a first-response and a resolution target, so the team can see what is due before a customer has to chase it. Higher priorities get tighter targets.

See how SLA targets are set per priority on the help desk.

Security

Support records are isolated to your workspace, and the AI never trains on or keeps your data.

See how we keep your data safe

Pricing

The suite is on Business and Ultra

Tickets, knowledge base, and FeedbackBusiness+

The manual support suite, the ticket queue, the knowledge base and its branded public help center, and CSAT, NPS, and CES Feedback, is on Business and Ultra. Business from $166.66/mo billed annually. There is no separate help desk subscription to buy on top.

Support AI agentsUltra

Both support AI agents live on Ultra, priced plainly. Ticket agent-assist is included with fair-use limits. The embeddable AI Customer Support Agent is a paid add-on with predictable per-agent pricing: $59.99/month per agent, or $599.90 a year. Available on Ultra plans. Each agent includes 500 conversations a month. A conversation is counted the first time the agent answers, and the included allowance resets at the start of each month. Past that, you add prepaid conversation credit packs, never a metered per-conversation bill. Ultra from $249.99/mo billed annually ($299.99 month-to-month).

Every plan starts with a 14-day trial for $2.99, credited to your first month. Cancel anytime before it ends and you are never charged the subscription.

Related Resources

Frequently Asked Questions

Yes, a full support suite. Business and Ultra include a ticket queue with statuses, priorities, and SLA targets, a knowledge base that publishes to a branded public help center, and CSAT, NPS, and CES feedback. On Ultra, the AI drafts ticket replies for your approval, and the embeddable AI Customer Support Agent, a paid add-on available on Ultra, serves your customers. Because support lives in the CRM, agents already see the contact, the company, the open deal, and the history on the same record.

Three ways. Your team opens tickets inside Laureo, you connect your own support mailbox on Google Workspace or Microsoft 365, an account that can sign in on its own, so a customer email opens or threads a ticket on the right record, and a customer can sign in to a portal with a secure link to raise and track their own. Every ticket gets its own reference ID, prefixed TKT-, and carries one of six statuses and one of four priorities. When a ticket turns out to be an opportunity or a piece of work, you can convert it into a linked deal or task from the ticket itself, and the new record keeps the link back.

Yes, on Ultra. On a ticket the AI drafts the reply for you under graduated autonomy that starts safe, so a human approves every reply until you decide otherwise. That resolution agent is included on Ultra with fair-use limits. The embeddable AI Customer Support Agent, which replies to your customers only from your verified articles and hands off to a person when unsure, is a paid add-on: $59.99/month per agent, or $599.90 a year. Available on Ultra plans. The manual suite, tickets, the knowledge base, and Feedback, is on Business and Ultra.

Bring support onto the CRM

A ticket queue, a knowledge base with a branded public help center, and CSAT, NPS, and CES feedback, on Business and Ultra. AI agent-assist on Ultra, plus the AI Customer Support Agent add-on.

Start your 14-day trial

14-day trial for $2.99, credited to your first month. Cancel any plan at any time before the end of your billing cycle, no contract fees, no 30-day notice, no penalties.