Tickets, SLA, client health — and service-quality QA.
Run support end to end: intake and escalations, SLA control, client health and renewal risk, plus quality control — checklist reviews of calls, chats and CRM work with per-person scores and recurring-violation tracking.
The everyday jobs this workspace hands off to Plank — you review the finished work, not the busywork.
Captures tickets from email, chat and social, tags category and priority, and assigns an owner.
"Log a ticket from a client"Drafts a reply from the knowledge base and past resolutions — you just review and send.
"Draft a reply for ticket 142"Watches response and resolution deadlines, flags what's burning, and escalates overdue items to the manager.
"What's overdue on SLA?"Tracks churn risk from complaint frequency and silence, and flags approaching renewal dates.
"Which clients are at risk?"Sorts the incoming stream by topic (outage, billing, enhancement, domain) and routes each to the right specialist.
"Triage the new tickets"Marks items resolved, asks the client to confirm, and closes the ticket with its full history.
"Close the resolved tickets"Nudges clients who haven't replied and brings stalled tickets back into progress.
"Nudge the ones who haven't replied"After closing, asks for a rating, collects NPS/CSAT, and highlights unhappy clients.
"Collect this week's ratings"Turns recurring answers into articles and suggests them on similar tickets.
"Turn this resolution into a KB article"Counts workload per agent, average resolution time, and the top ticket drivers for the period.
"Support report for July"Prepares renewal reminders ahead of time and suggests add-on services to the client.
"Whose renewal is coming up?"When a site or service goes down, notifies clients about the work and keeps them posted on status.
"Notify clients about the maintenance"The agent listens to calls, reads chats and CRM activity, works through the checklist and assigns a score for each review itself.
"Review yesterday's calls"Shows the exact moment a standard was breached — the line, the response delay or the skipped script step.
"Show me where the rep slipped up"Writes personal recommendations: what a specific employee should improve, with examples of strong phrasing.
"What should Olivia improve on calls?"Calculates penalties and bonuses from review results and your incentive rules — no manual tallying.
"Calculate the quality bonuses"Groups recurring mistakes by type and surfaces systemic problems, not one-off slips.
"Which mistakes recur most often?"Builds a standard and review checklist for a new process — from an inbound call to managing a deal.
"Build a checklist for an inbound call"Reviews every conversation in the period, not a sample of five calls — no mistake slips through.
"Review all support chats this week"Checks adherence to the sales script and courtesy of communication, flagging deviations per employee.
"Who deviates from the script?"Scores free-form wording by meaning, not just checkboxes — it understands whether the rep actually resolved the customer's question.
"Score replies to customers by meaning"Finds incomplete records and deals where the customer-handling standard was not met.
"Find incomplete records in the CRM"Compiles a weekly team report: score trends, top issues and who needs a review session.
"Compile the weekly quality report"Schedules a review session with an employee over weak reviews and reminds the manager to follow up.
"Schedule a review session with Eric"This is what it looks like in Plank — real dashboards with data. Everything is interactive: drag cards, check off tasks. Sample data.
Demo mode — changes aren't saved and reset on reload.