For support teams
Support that answers fast and never alone
Triage tickets, draft replies and escalate what matters — with every customer-facing message waiting for a person before it sends.
No message reaches a customer until someone on the team has approved it.
Where the week actually goes
A support queue is a sorting problem before it is an answering problem: what is urgent, what is a known issue, what needs engineering, what only needs the article link. Awish does the sorting and the first draft from your description of how the team triages today.
Urgent tickets surface first, known issues arrive pre-drafted, escalations carry their context with them. The help desk, the inbox and the chat channel are each granted on their own and can be withdrawn, and every reply that went out is on the record with the draft it started from.
The week today
A support queue is a sorting problem before it is an answering problem: what is urgent, what is a known issue, what needs engineering, what just needs the article link. Sorting by hand is the tax every reply pays.
With Awish
Awish does the sorting and the drafting from your description of how you triage. The urgent things surface first, the known things arrive pre-drafted, and nothing reaches a customer until someone on the team has said so.
The workflows, end to end
Three workflows this team runs, end to end — each with its trigger, the apps it touches, and the step where a person approves.
- 01
Triage and draft ticket replies
“Classify every incoming ticket by intent and urgency, route it to the right person, draft a reply, and escalate to me when confidence is low.”
GmailSlackNotionLow confidence escalates
- 02
Refund requests with an approval gate
“When a refund is requested, check the order and our policy, then ask me to approve anything above the threshold before the customer is told.”
ShopifyWhatsAppGmailAbove the limit asks you
- 03
Act on a bad rating the same day
“When a survey comes back below four, pull the ticket history, write a recovery note, and ask me before it is sent.”
GmailGoogle SheetsSlackAsk before it sends
Ready to start from
Described requests this team already runs — pick one and it lands in your chat, with its approval points intact.
Churn Risk Detection and CS Tasks
Every weekday morning, or when a material usage, billing or support signal changes
HubSpotStripeSegmentZendeskDo not auto-discount or change contract terms; route commercial actions for approval.
Awish checks that the ticket was routed, answered or escalated in time
Use this automationIncident Communication to Customers
A production incident is declared or its status changes
PagerDutyStatuspageZendeskSlackOnly use facts from the incident source of truth; require approval for cause, ETA or compensation statements.
Awish checks that the ticket was routed, answered or escalated in time
Use this automationKnowledge Base Gap Detection
Every Monday, over the previous week of resolved and escalated tickets
ZendeskNotionSlackJiraDo not auto-publish generated help content; require content-owner approval.
Awish checks that the ticket was routed, answered or escalated in time
Use this automationOnboarding Milestone Monitoring
A new customer onboarding project starts or a milestone becomes overdue
HubSpotAsanaSegmentGmailAvoid nagging: enforce frequency caps and stop reminders when the blocker is owned by the internal team.
Awish checks that the ticket was routed, answered or escalated in time
Use this automationRefund and Return Intake with Approval
A refund or return request is received
ShopifyStripeZendeskSlackAlways require human approval for exceptions, high-value refunds, fraud signals or policy overrides.
Awish checks that the ticket was routed, answered or escalated in time
Use this automationSelf-Service Answer and Action
A customer asks a recognised self-service question
IntercomShopifyCalendlyHubSpotEscalate when identity cannot be verified, a policy exception is requested, or the requested action is irreversible or high-risk.
Awish checks that the ticket was routed, answered or escalated in time
Use this automation
The tools this runs across
The apps these workflows connect. Each one is granted on its own, before anything runs, and can be withdrawn.
- Gmail
- Slack
- Notion
- Shopify
- Google Sheets
- Telegram
- Zoom
- Google Meet
- Outlook
- Microsoft teams
- Slackbot
- 2chat
- Agent mail
- Basecamp
- Chatwork
- Clickmeeting
What stays under your control
Replies are drafts first
Every customer-facing message is drafted with its ticket context and held in your channel. Approve, edit, or answer yourself.
Escalations carry their context
What was tried, what the customer said, which account — attached when it lands with the next team, not reassembled by them.
The queue is auditable
Every run records what was triaged where and who approved what — a bad day can be reconstructed instead of argued about.
Common questions
Will customers get automated answers?
Not without a person. Replies are drafted for your team, held in your channel, and sent only when approved. A declined draft never reaches the customer.
How does it know our triage rules?
You describe them — what counts as urgent, what is a known issue, where things escalate — and the plan shows how they were understood before it runs.
Does it work with our helpdesk?
Connections are granted one app at a time — browse the toolkits directory to check your stack. The inbox, the sheet and the chat channel are the usual trio.
What about angry or unusual tickets?
They surface to a person instead of being pattern-matched into a template. The judgement calls stay human; the sorting around them is what gets automated.
Start with the ticket type you answer twenty times a week
Describe how it should be handled, in one sentence. You will see the plan, and the approval points, before anything connects.
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