Help desk
PulsePanda turns support email and in-app feedback into conversations that already carry the customer's session replay, console log, failed network calls and JavaScript errors, so the first reply can be an answer instead of a request for screenshots.
Problems it solves
A ticket raised from the feedback widget arrives with the replay, console log, failed network calls and errors from the moment it was sent, plus the page, browser, device and referrer the customer was on.
Every conversation that carries an error is matched to the others caused by the same error, using the same grouping as the Errors page. Escalate once to Linear, GitHub or Jira, and when that issue closes every linked customer gets the reply.
The inbox lives in the workspace that already holds your analytics, so support sees what the customer did and product sees which bugs are generating tickets.
Workflow
Forward your existing support address to one PulsePanda generates, with no MX change, and turn feedback submissions into tickets. Send from our domain straight away, or from your own once its DKIM and SPF records verify.
Business hours, SLA targets per priority, teams with round-robin or least-loaded assignment, rules that tag, prioritize and route new conversations, and macros for the answers you write every week.
Reply with the replay and errors beside the thread, escalate bugs to engineering, and ask for a one-question satisfaction rating when a conversation is resolved.
What you get
| Channels | Email with a reply address per conversation, feedback widget submissions, and a public help center of articles customers can search. |
|---|---|
| Workflow | Assignment, teams, tags, priorities, internal notes, snooze, merge, saved views, macros and keyboard shortcuts. |
| Context | Session replay, console log, network calls, errors and the visitor's journey on the ticket, with order and shipment details from Shopify, WooCommerce, AfterShip or Shiprocket. |
| Reporting | Median first reply and resolution time, SLA attainment, CSAT, per-agent load, top tags and the bugs generating tickets. |
| Connections | Escalation to Linear, GitHub or Jira, sharing to Slack, signed webhooks, and MCP tools so your AI assistant can read and answer conversations. |
FAQ
No. It is a support inbox: conversations, the customers behind them and the context around them. There are no deals, pipelines or sales sequences.
No. You forward your existing address to one PulsePanda generates, so your MX records do not change and you can undo it in a minute. Replies send from our domain immediately, or from your own once its DKIM and SPF records verify.
Only what you set up: an auto-reply rule, or the satisfaction rating sent after a conversation is resolved. Every other message is sent by someone on your team.
The help desk is included on every plan. Essential covers 100 conversations a month, Pro 5,000 and Business 50,000.
Related pages
Turn on the inbox in your workspace and the next feedback submission arrives as a ticket with its replay attached.
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