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Tickets · helpdesk

A helpdesk that triages itself.

Email, web forms, and escalations in one shared inbox. AI tags, drafts, and routes before anyone clicks.

✓$12/mo flat, unlimited agents✓One-click Zendesk migration✓AI drafts on Business+
Your inbox today

47 unread. 3 hours behind. No clue what's urgent.

Customer emails buried under internal noise. "Re: Re: Re:" threads. No prioritization. The angry ones look like the boring ones.

1
Re: Re: Fwd: Re: noreply...
Auto-renewal failed for...
9:14
marketing-list@gmail
Welcome aboard! Your free trial...
9:09
!
Helena Park
URGENT, order #A-41287 wrong size
9:02
Slack
[#general] @sara, can someone...
8:48
3
Mateo Alvarez
Re: Re: subscription paused?
8:42
calendar-noreply
Standup in 5 min
8:30
1
Priya Shah
How do I add a teammate?
8:22
Fwd: Fwd: Fwd: Stripe receipt
Payment receipt for invoice...
7:58
Re: Out of office
I will be back on...
7:41
2
Theo Kapoor
Question about wholesale...
yest
With Message

Same 47 emails. Sorted in seconds.

AI tags by intent, applies SLA timers, drafts a reply, routes to the right teammate. Noise filtered out. Real customer issues at the top.

Helena Park · VIP
Order #A-41287, wrong size delivered
REFUND
SLA 47s
Mateo Alvarez
Subscription paused, billing question
BILLING
SLA 2m
Priya Shah
How do I add a teammate?
ACCOUNT
SLA 4m
Theo Kapoor
Wholesale pricing inquiry
SALES
SLA 8m
Sofia M.
Change shipping address
SHIPPING
SLA 12m
42 noise emails auto-archived ↓
The lifecycle of a ticket

Inbox to closed, without an agent touching the keyboard.

How Message handles a real customer email from the moment it lands to the moment the ticket closes and the customer rates it 5 stars.

1
00:00 · Email arrives

Customer hits send.

Inbound email lands in the shared inbox. Custom support@, Gmail, Microsoft 365, or our managed forwarding. Auto-merged with any existing customer profile by email match.

From: Helena Park <[email protected]>
Subject: Order A-41287, wrong size delivered
Hi, I just got order A-41287 and the desk is too small for my office. Can I exchange for the larger size?
2
00:00.4 · AI triages

Tagged. Prioritized. Routed.

Message AI detects intent (refund / exchange), checks customer VIP status (yes, 6+ orders), sets SLA based on urgency (returns = 1hr), and routes to the team that handles returns.

Intent detectedEXCHANGE
Customer tierVIP · 6 orders
SLA target1 hour
Assigned toReturns team
3
00:00.8 · AI drafts

Reply written, sources cited.

AI checks Shopify (the order shipped Tuesday), the return policy (free returns under 30 days), and warehouse stock (larger size in stock in Austin). Drafts a complete reply with shipping label included.

✦ AI draft · 0.4s · 96% confidence
Hi Helena, sorry the size didn't work. I've started a free exchange for order #A-41287. The larger desk is in stock in Austin and will ship tomorrow with a prepaid return label for the smaller one. ETA Fri 5pm.
Sources: shopify.orders/A-41287 · help/returns · warehouse.stock
4
00:32 · Agent approves

One key. Sent.

Sara on the returns team sees the draft, reads it, hits ⌘+Enter. Reply sends, exchange order created in Shopify, return label generated, internal note posted on the customer profile.

⌘+Enter
Approve & send
⌘+E
Edit first
⌘+D
Discard
5
2 days later · Auto-close

Ticket closes itself. CSAT: 5 stars.

Helena gets the desk, replies "thanks!", the ticket auto-closes on the keyword. CSAT survey fires. She rates 5 stars. The whole exchange takes 32 seconds of Sara's time across two days.

5.0
★★★★★
Closed · Helena Park · Returns
"Insanely fast and easy. Thanks!"
Routing & SLAs

Right ticket, right teammate, right now.

Auto-assign by intent, sentiment, VIP tag, or SLA breach risk. Track time-to-first-response per ticket and get a Slack ping before SLAs breach.

Routing rules

Build it once. It triages forever.

Visual rule builder, no code, no SQL. Combine any tag, attribute, or AI-detected intent.

WHEN intent = REFUND
→ Billing team
WHEN vip = true AND sentiment < 0
→ Senior CSM
WHEN channel = email AND intent = TECHNICAL
→ Engineering rotation
WHEN any other
→ Round-robin
SLA tracker

See breach risk before it happens.

Per-ticket countdown timers. Color-coded by urgency. Slack pings when a ticket nears its limit.

Helena Park · VIP47s of 1h
Mateo Alvarez2h 18m of 4h
Priya Shah6h 02m of 8h
Macros & shortcuts

Tested replies, three keystrokes away.

Shared library across your team and across chat + tickets. Variables auto-fill from the customer profile. Trigger actions like apply tag or close ticket.

The library

/ship
Shipping policy
Free EU shipping under €600, 5-7 days.
↩
/refund
30-day refund link
Sends Stripe refund link, applies refund-pending tag.
↩
/eta
Order ETA
Quotes ETA from Shopify carrier API.
↩
/size
Sizing guide
Links to /help/sizing for the product category.
↩
/wholesale
Wholesale inquiry
Routes to sales, applies wholesale-lead tag.
↩
/close
Polite close
Sends thanks, closes ticket, sends CSAT.
↩

Variables, baked in

Every macro can pull live data from the customer profile. Type {{ to insert a variable.
{{customer.name}}{{order.id}}{{order.total}}{{customer.lifetime_value}}{{ticket.assignee.first_name}}{{order.tracking_url}}{{subscription.next_renewal}}{{custom.warehouse}}
Macros can also act: apply a tag, change priority, assign to a teammate, send a Slack notification, or close the ticket.
Customer thread

Chat, ticket, call. One customer.

Every conversation a customer has had with you merges into a single thread on their profile. Switch channels, never lose context.

All channels7
Chat3
Email2
Call2
Apr 18 · Chat · 0.8s replyHi! Where do you ship to?
Sara R. · 0.8s replyWe ship to 60+ countries. Free shipping over €50.
Apr 20 · Inbound call · 4m 12s"Hi, I had a question about my order arriving today…", AI summary attached.
May 02 · Email · ticket #1287Subject: Wrong size delivered. Can I exchange?
Sara R. · AI-draftedHi Helena, sorry about the size. Exchange started, label sent. ETA Friday.
Customer
HP
Helena Park
Madrid · since 2024
Last 3 orders
A-41287$480
A-39014$162
A-37882$48
$2,840
LTV
4.9
CSAT
Coming from Zendesk?

Bring everything with you. Keep your ticket IDs.

Drop your Zendesk subdomain and an API token. We pull your tickets, customers, internal notes, tags, and macros, preserving the original ticket IDs so old links keep working. Run both systems in parallel until you're ready to switch.

  • ✓ Tickets, customers, notes, tags, macros imported
  • ✓ Original Zendesk ticket IDs preserved
  • ✓ Parallel-run support, switch when your team is ready
  • ✓ No partner agency, no implementation invoice
Z
Zendesk Suite
connected
↓
•••
Importing, tickets, customers, tags, macros
running
↓
M
Message, ready to send replies
✓ done
Reporting

What your team did this week, at a glance.

Median response, AI deflection, CSAT, ticket volume, by channel, agent, tag, or hour. Export to CSV, pipe to your warehouse, or read the Monday digest.

Tickets resolved · this week
1,247
+18% vs last week
MonTueWedThuFriSatSun
Median response
2m 14s
–34% vs last week
Top topics
Refunds32%
Billing24%
Shipping18%
Account14%
Other12%
Who runs it

Six-person teams handling 30,000+ tickets a month.

🛒

Ecommerce

Shipping, returns, sizing, refunds. AI quotes from your live Shopify and WooCommerce orders.

Halcyon · Northbound
🧑‍💻

SaaS support

Billing, account, tech support. AI reads Stripe + your Postgres user table.

Forma · Lumen
🏛

Agencies

Multi-client inbox. White-label per client. Bill back at agency rates.

Atelier · Halftone
📚

Education

Student questions, course access, refunds. FERPA-compliant on Business+.

Endless · Atlas
Frequently asked questions

Answers, before you ask.

What is a ticket system?
A ticket system organizes every inbound customer email or form submission into a single shared inbox where your team can track, respond, route, and close them. Message gives you that, plus AI that triages by intent (refund, billing, technical), drafts a reply pulled from your live database, and assigns to the right teammate before anyone clicks. Unlimited agents, no per-seat fees.
How much does the Support plan cost?
Support is $12 a month flat with unlimited agents (or $10 a month annual, $120 a year, two months free). That includes everything in Chat plus the ticket system, email-to-ticket, SLAs, macros, and all 60+ integrations. AI drafting starts on the Business plan ($19/mo).
Can I migrate from Zendesk, Freshdesk, or Help Scout?
Yes, one-click migration is included. We import your tickets, customer profiles, internal notes, tags, and macros via the source platform's API. Ticket IDs are preserved so old links still work. Run both systems in parallel and switch when your team is ready.
Does it work with my email provider?
Yes. Connect any custom [email protected] via SMTP/IMAP, or use Gmail, Microsoft 365, or our managed inbound forwarding. Outbound replies send from your real email address.
Can the AI draft every reply?
Yes, on Business plans ($19/mo). Message AI reads your live Shopify, Stripe, Postgres, and help center to compose a draft for every incoming ticket. The agent sees the draft inline with sources cited and clicks send (or edits first). Above 90% confidence the AI can auto-send if you choose.
How does routing work?
Auto-assign by intent (refund → billing team), VIP tag, sentiment (angry messages triaged first), SLA breach risk, or round-robin. Rules are configurable per channel, per team, per time of day. SLAs trigger Slack alerts before they breach.
Are macros and canned responses included?
Yes, shared across the team and across chat + tickets. Use /shipping, /refund, /size shortcuts to insert tested replies. Variable fields auto-fill customer name, order number, etc. Macros can also perform actions like apply a tag or close the ticket.
Is there a free trial?
14-day free trial on every plan. No credit card at signup. Cancel anytime during the trial and you owe nothing.
How is Message different from Zendesk?
Three things. Pricing: Message is $12 flat for unlimited agents on Support, $19 for Business with AI. Zendesk is $55+/seat/month plus AI extras that climb into thousands. Speed: Message threads chat, tickets, and phone calls into one customer profile by default, Zendesk Talk is a separate product. Migration: bring your Zendesk inbox over via API with one click, no partner agency, no implementation invoice.
Can tickets be threaded with chat and phone calls?
Yes. Once a ticket customer also chats or calls, every conversation merges onto one threaded customer profile. The Business plan ($19/mo) adds phones. Customer history stays unified across every channel.
Start free

Twelve dollars. Unlimited agents.

14-day free trial, no credit card. Migrate from Zendesk in one click.

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