Queue-aware routing, canned replies, and SLA timers so agents resolve issues in one thread.

Statuses, priorities, and internal notes that keep handoffs visible without extra spreadsheets.

Structured articles with fast search so customers self-serve before the queue spikes.

First response, backlog age, and channel mix in one view—no exporting CSVs at midnight.

Drafts grounded in your KB with human approval, so automation stays accurate and on-brand.

@mentions, shared inboxes, and collision detection—everyone sees the same source of truth.