Features
Every tool your support team needs
From ticketing fundamentals to advanced AI workflows — explore everything Tixallo can do.
Ticketing
- Create, assign, prioritise, tag, merge, split, escalate, resolve
- Statuses: New, Open, Pending, Waiting on Customer, Escalated, Resolved, Closed
- Priorities: Low, Normal, High, Urgent
Omnichannel inbox
- Email, web forms, live chat, social, internal notes
- Full conversation history attached to each customer
Live chat
- Website chat widget
- Agent availability & routing
- Pre-chat forms & offline message capture
AI support assistant
- Suggested replies & summaries
- Sentiment & intent detection
- Auto-categorisation
- AI tone changer (friendly, professional, shorter, longer)
Knowledge base
- Public help centre & internal articles
- Categories, search, ratings
- AI article suggestions
Customer portal
- Submit & track tickets
- Reply to conversations
- Search the help centre
- Manage account details
Automation
- Auto-assign by topic, priority, customer
- SLA timers & escalation rules
- Macros & canned responses
Reporting & analytics
- Ticket volume, response & resolution time
- SLA breaches & agent performance
- CSAT, channel performance, AI deflection
Team collaboration
- Private notes, mentions, watchers
- Team inboxes
- Collision detection
Integrations
- Email, Slack, Microsoft Teams
- Shopify, HubSpot, Salesforce, Stripe
- Webhooks & full API access
Security
- Role-based permissions
- Audit logs, SSO & 2FA
- Data export, GDPR-ready