Support
Answer faster. Hear what customers keep asking.
A support desk and a customer onboarding tracker, rebuilt in Dokki, with agents that triage new tickets, draft replies from your help center and tell you what the help center is missing.
Every ticket, sorted and summarized.
The Support Desk template keeps tickets by status, priority, type and sentiment, with a help center, reply snippets and an escalation policy in the same workspace.
🎧Support Desk
Start here
Tickets
Help center
Reset your password
Billing and invoices
Export your data
Known issues
Reply snippets
Escalation policy
Weekly support report
Agents
Ticket Triager
Support Insights
Start here
This workspace runs support on one table, a help center and two agents: log every ticket, let the triager sort it, reply yourself, and read the weekly report.
How it works
•Tickets holds one row per customer request. Paste the customer's words into Message and set Channel to where it came from.
•Open Tickets and switch to Kanban to see the queue by status: New, Open, Waiting on customer, Resolved.
•Help center holds the articles replies are drafted from. Known issues says what is broken and the workaround.
•Reply snippets and Escalation policy set how we answer and who handles what.
Every day
Add new tickets as rows with Status set to New.
Ask the Ticket Triager to triage them. Check its summary, priority and draft, then send the reply yourself.
Move a ticket to Open when you take it, to Waiting on customer when you need something from them, and to Resolved when it is done.
Every week
Ask Support Insights for the weekly report and read it in Weekly support report.
Write or fix one help center article from its list of gaps.
Update Known issues when a fix ships.
Triage in seconds
The Ticket Triager summarizes new tickets and sets their type, priority and sentiment.
Replies from your own articles
Draft replies come from your help center, for your team to check and send.
Know what is missing
Support Insights lists the questions your help center does not answer yet.
Agents that sort, draft and listen.
The Ticket Triager takes the first pass on every new ticket, Support Insights writes the weekly report on what customers keep asking, and the Onboarding Manager keeps each new customer moving to go-live.
Ticket Triager
Support triage
Reads new tickets and the help center, fills in summary, type, sentiment and priority, flags likely duplicates, and drafts replies for a person to send.
Support Insights
Support analyst
Reads the week's tickets and the help center, and writes the weekly support report: top themes with customer quotes, and questions no article answers.
Onboarding Manager
Customer onboarding
Reads Customers and Onboarding steps, adds each new customer's standard steps, sets health, lists what blocks go-live, and drafts next-step emails.
Briefed for this workspace
Each agent arrives knowing which tables and pages it works in, and what done looks like. Change its instructions whenever you like.
When you ask, or on a schedule
Ask it in chat, @-mention it in a doc, or give it a schedule. Nothing runs until you do.
You make the calls
Its instructions have it draft anything that leaves Dokki for you to send, and deleting always waits for your approval.
Templates for support teams.
Install one to get a workspace with its tables, pages and agents. Change anything afterwards.
Workspace template
Support Desk
Every ticket summarized, prioritized and answered from your help center, with agents that draft the replies and the weekly report.
- Board by ticket status
- Replies drafted from articles
- Weekly themes and gaps
1 table · 8 docs · 2 agentsDetailsUse templateWorkspace template
Customer Onboarding
Every new customer from kickoff to go-live on one board, with an onboarding agent that finds what blocks go-live and drafts the next email.
- Board by onboarding stage
- Standard steps per customer
- Next-step emails drafted
2 tables · 4 docs · 1 agentDetailsUse template
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