Help Center
DocsService Hub Overview
One place for your support team: Inbox, Knowledge, Feedback, Quality, AI Agent, and Overview
The Service hub brings support tickets, your knowledge base, customer feedback, conversation quality, and your AI agent together under one roof.
The Service hub is where your support team works. It replaces the separate Tickets, Knowledge Base, and Surveys pages with a single, deep-linkable workspace that has six sections. Every section runs on the same customer records your sales team already uses, so a support agent sees the open deal value, account tier, renewal date, owning rep, and recent sentiment for the person they are helping, with zero integration.
/tickets, /kb, /surveys) automatically redirect to the matching Service section, and “Surveys” has been renamed to Feedback. Your bookmarks and links keep working.Service is organized into Inbox, Knowledge, Feedback, Quality, AI Agent, and Overview.
Section guide
- Inbox: a three-pane workspace for support tickets, with a queue list on the left, the conversation thread in the center, and a customer-context panel on the right. This is where agents reply, triage, assign, snooze, merge, and resolve, across every channel a ticket can arrive on, including email, your customer portal, and live chat.
- Knowledge: your internal knowledge base. Author articles with a block editor, organize them into a category tree, run them through a Draft → Review → Approved → Published workflow, and keep them trustworthy with a verification layer.
- Feedback: build CSAT, NPS, and CES surveys, send a CSAT survey automatically when a ticket is resolved, and see responses on the customer's record.
- Quality: scored reviews of resolved conversations, judged against a rubric your team writes, with a dispute trail. The tab is labelled Quality in the section nav; the surface itself is titled Conversation quality in full, so the two names are the same place. Conversation Quality is the article that walks it.
- AI Agent: the home of the AI Customer Support Agent, which answers on your published help center. Set up, configuration, and transcripts all live here. Set up your AI Customer Support Agent is the article that walks it, and the tab is listed on every plan so you can read what it does before you buy it.
- Overview: a role-aware dashboard with four lenses, Operations, Team performance, CSAT and Channel efficiency, so leads and agents see the metrics that matter to them. Each lens is the same data with a different panel on top.
A horizontal section nav at the top of the hub lets you switch between the six sections. The nav carries live counts, for example the number of open tickets waiting in the Inbox, so you always know where work is piling up. On mobile, the section nav collapses to a dropdown. Every section is listed for everyone who can reach the hub: if you do not hold the permission a section needs, the tab still shows and the section explains what is missing and who can grant it, rather than disappearing.
The Team performance lens of the Overview breaks the numbers down per agent. Each row shows an agent's current open load alongside their median first-response time, median resolution time, and median CSAT over the selected window. Medians (rather than averages) keep one unusual ticket from skewing the picture, so a lead can spot who is overloaded, who is fast, and where satisfaction is dipping, then coach from real numbers. An agent with no tickets in the window simply shows a dash for the medians, never a misleading zero.
Numbers on the Overview that stand for a set of tickets open the Inbox already filtered to them: the Open tickets and Unassigned counts, and an agent's name in Agent workload or Team performance, each land you on exactly those tickets with the filter carried in the address, so you can bookmark the view or send it to a teammate. A number the Inbox cannot express as a filter, such as the SLA counts, stays plain text rather than sending you to an approximate list.
A gear affordance in the section nav opens Service settings, the org-wide support configuration. The landing lists eight areas: SLA policies (first-response and resolution targets), Queues (the buckets inbound tickets are routed into), Support mailbox (the connected address inbound mail arrives on), Macros (reusable canned replies), the AI Customer Support Agent, Autonomy (how much the AI copilot may do on its own), Conversation quality (rubrics and scoring lanes), and Help Center (your public self-service site).
The gear and the landing are gated by the same rule, and that rule is the union of what those eight rows themselves admit: you see the gear if you can manage at least one area, and inside you see exactly the areas your role admits. Nobody is handed a gear that opens an empty page, and nobody is denied a gear that would have shown them real rows. Two of the eight rows leave the settings plane rather than opening a settings page, because their home is a hub section: the AI Customer Support Agent and Conversation quality both live in the section nav, and the rows say so before you click.
The Service hub appears in the sidebar for anyone who can view tickets, the knowledge base, or feedback. Within the hub, each section and action is gated by its own permission: replying to a ticket needs ticket edit rights, and editing the autonomy policy needs the autonomy admin permission. The built-in Service role grants the day-to-day support agent everything they need; admins can fine-tune any role under Roles & Permissions.