Download for Mac
Download for WindowsWhat Support Desk does
Customers get answers fast, and the hard tickets reach the right person.
- You get
- Answered tickets and a Friday summary
- When it runs
- When a new ticket arrives in ZendeskNew ticket · Tells you in its chat
- Asks you first
- Answers wait for your go, until you tell it which kinds it may send on its own.
- Stays quiet when
- Every new ticket is answered or with the right person.
- Works with
- Zendesk and Slack
Before you start
You need Incredible on your Mac or PC. If you don’t have it yet, the Set up Support Desk button offers the download, and Incredible is free for 7 days.
Support Desk works with Zendesk and Slack, and uses the ones you have. Connect them when Support Desk asks, or let it work in your browser, where you’re already signed in.
How to set up Support Desk
Six steps, from finding Support Desk in the app to its first round of work. Each picture shows what you’ll see in Incredible.
1Find Support Desk in Use cases
Open Use cases from the sidebar in Incredible. Support Desk is under Customer success & support, and you can also search for it by name. Tell me more on its card opens it. The Set up Support Desk button on this page opens it in Incredible too.
2Read what it does, then press Add
The sheet shows what Support Desk hands you, when it runs and what it asks you before it acts. Nothing is set up until you press Add.
3Incredible makes the agent
Add hands the request to Incredible in its chat. Incredible makes Support Desk, adds it to your sidebar and sets its routine: when a new ticket arrives in Zendesk.
4Answer its first question
Support Desk introduces itself and asks what it needs to work for you, such as which apps you use. If one isn’t connected yet, it asks you to connect it, or works in your browser where you’re already signed in.
5Approve its first round of work
Support Desk does the work in your apps and tells you what it found. Anything it wants to send waits for your answer, in its chat and on your Needs you list.
6Correct it once, and it remembers
When something isn’t how you want it, tell Support Desk in its chat. It saves the correction as a rule in its memory and follows it from then on. Its routine is in the same panel, where you can run it now or switch it off.
Two more agents for customer support
Each is made for one kind of person. You set it up the same way, from Use cases or with its button here.
For customer success managers: an agent that spots the customers who are drifting away
Customers rarely say they are about to leave. They log in less, open more tickets or move to a smaller plan, and by the time they cancel it is late to help. Every Tuesday, Churn Signals looks at logins, tickets and payment changes, scores each account and suggests one action for the five most at risk.
Churn SignalsStripe, Intercom and HubSpot
Set up Churn SignalsFor support leads: an agent that keeps your help articles right as the product changes
Every product change leaves a few help articles out of date, and customers find them before you do. Every other Monday, Help Center Keeper compares recent tickets and release notes with your help center, finds the articles that are wrong or missing and drafts the fixes.
Help Center KeeperIntercom and Notion
Set up Help Center KeeperQuestions
Does Support Desk send anything without asking me?
Answers wait for your go, until you tell it which kinds it may send on its own. Everything waiting for you shows in its chat and on your Needs you list, and you can tell it which things it may do on its own.
What if I don’t use Zendesk or Slack?
Tell Support Desk which tool you use when it asks. Agents work in any app you connect to Incredible, and in your own browser on any website where you’re signed in.
Can I change what Support Desk does later?
Yes. Tell it what to change in its chat, in your own words, and it updates its routine, its rules and what it does. You can also run its routine now or switch it off from its panel.
