Get started with Support
Enable Support and add the widget
The first step is to enable Support and add the in-app widget to your site, so customer conversations start arriving as tickets. Every widget ticket automatically attaches the sender's session replay, events, and identity, so you always have the full story.
Building your own interface instead? The JavaScript API gives you the same backend without the default widget.
Connect your other channels
Meet customers wherever they are. Beyond the widget, conversations can arrive from email, Slack, and GitHub, and every channel syncs both ways so you answer from a single inbox.
Widget
In-app chat with replay and events attached
Forward support@ mail into the inbox
Slack
SupportHog turns messages and reactions into tickets
GitHub
Issues become tickets and replies post back
Work your tickets
The Support inbox is where your team lives. Open any ticket and the customer's replay, recent events, exceptions, and past conversations are right there, so you resolve issues without the back-and-forth. Assign, tag, snooze, and track SLAs from one view.
Automate assignment, tags, and SLAs
Let rules handle the repetitive parts. Workflows are rules you control – no autonomous AI involved. For example:
- Set SLAs based on channel or priority
- Auto-assign new tickets to a role
- Tag tickets by customer email domain
- Reopen a ticket when the customer replies
Turn tickets into fixes
Support isn't just an inbox – it's a signal source. Recurring issues in your conversations become Self-driving reports, and when there's a code fix, a pull request you review and merge. Answering customers still happens in the Support inbox; you review these fixes in the Self-driving inbox.
Migrating from another tool?
Bring your history with you so the inbox starts with context instead of an empty slate. The Zendesk import (beta) brings over:
- Full message threads, including internal notes
- Customer names and emails
- Tags, statuses, and priorities
- Attachments and original timestamps