Help desk software inside your all-in-one app
Short answer: Alori gives small teams a help desk in their all-in-one app: tickets with an assignee, a status and a response time per priority, a shared inbox for texts, emails and website chats, a website bot that hands chats to your team, and a help center. All of it sits on the same customer records as your deals, quotes and invoices.
What the Support desk does
Most small teams run support out of an email inbox. It works until two people answer the same customer, or nobody does. Alori fixes that with a few simple pieces:
- Tickets. Open Tickets and click New ticket, or file one from a customer's page or their conversation. Each ticket gets a number like SUP-12, a type, a priority and an assignee, and moves through your team's steps on a list or a board.
- Response times. Each team sets a response time per priority in Settings › Tickets. A customer's ticket past its time turns red and counts on the menu. See ticket SLA tracking.
- The customer kept in the loop. When a customer's ticket moves to in progress, done or closed, Alori emails them, in their conversation.
- Tickets on the customer. A customer's page lists their tickets, next to their deals, quotes and invoices.
- How fast you answer. Front desk › KPIs shows the typical wait for a first reply from your team on the website chat and the support email, what the bot handled alone, top subjects and each teammate's numbers.
- Satisfaction. After you close a conversation, the customer can get a one-click survey. Happy customers are asked for a Google review, and an unhappy answer makes a call-back task.
Who it is for
- Managed IT providers who promise response times to clients. See Alori for MSPs.
- Software companies that answer customers by chat and email and want each request tracked to the end. See Alori for SaaS.
- Service businesses whose office gets warranty calls, follow-ups and complaints that must not fall through the cracks.
The rest of your support tools
- Shared inbox. Conversations holds every text, email and website chat with a customer, in one thread per customer. Filters show All, New messages, Mine and Unassigned, and you close a conversation when it is handled. See Conversations.
- Support email. Forward your support@ inbox to Alori. Each email opens a conversation, and the bot can answer it by email.
- Website chat bot with handover. The bot answers visitors from your help articles, your services and your price list. When it can't answer, the chat goes under New messages with the reason, like "The bot didn't know the answer" or "Unhappy customer", and you take over. See website chat.
- Help center. Publish answers on your website at
/help, so fewer questions reach you at all. See the Help center. - Business phone. A phone menu, business hours, voicemail and call recording, with voicemail transcripts. See Calls.
- AI-drafted email replies. With Gmail connected, Alori drafts replies in your voice. Nothing is sent without you.
- Automations. Tell your bot a rule in your own words, and it sets it up. See automations.
| Need | In Alori |
|---|---|
| One place for customer messages | Shared inbox |
| Who handles it | Ticket assignee, conversation owner |
| Response time promises | Response times per priority on tickets |
| Answers customers find alone | Help center, chat bot |
What it does not do
- A ticket does not open by itself from every email or chat. You file it from the conversation in one click, and it starts in Triage.
- Response times count for tickets with a customer only.
- The bot answers website chats and support emails. It does not answer your customers' phone calls.
How it fits with the rest of Alori
Tickets sit on the same database as your customers, inbox, tasks and invoices. A ticket does not live in a separate tool you copy into: it is part of the customer's history. Like the rest of Alori, you change it by asking, for example "add a field for the device model on tickets".
FAQ
Is the Support desk available now? Yes. Tickets, response times, the shared inbox, the website bot, the support email and the help center are live. No Tickets in your menu? Ask Alori to add it to your app.
Can I move from Zendesk? Yes. The Zendesk import brings your tickets into each customer's conversation, with every reply and internal note, plus your customers, companies and help center articles. You can import again until you switch.
Will it work as an IT ticketing system? Tickets with priorities and response times work for managed IT providers. A device and license inventory is not built.
What does Alori cost? See pricing. There is a free plan, no card needed, and every plan has unlimited users.