- Coming
Cases
Every customer issue resolved, wherever it started.
Zenith will track every inquiry, issue and request as a case on the customer's own record: one status, one owner and the whole conversation, whether it came in by chat, a call, a text or an email. Your assistant will resolve what it can from your records, and open a case for a person, already written up, when it can't.
What happens with Zenith
One issue, one case, from the first message to resolved.
- 01
It comes in
On any channel, onto the customer's record. Your assistant will answer from your records first: order status, a change, a reschedule.
- 02
A case opens
When the assistant can't resolve it, when your rules say a person decides (refunds, complaints, discounts), when a rule fires (a low review, a dispute), or when a teammate opens one from any message.
- 03
Written up
A summary, what was tried, what the customer wants and the records it touches, so the person starts there and not from zero.
- 04
Worked, with the customer kept informed
Assigned by your routing rules to the right person. The customer will hear what happens next, and again when it moves.
- 05
Resolved, then rated
Resolved, closed and rated by the customer. A reply from the customer will reopen it.
- Chat · MonOpened by your assistantOrder 4471 arrived with the wrong flooring sample.
- Call · TueLinked by ruleSame person, open case, same topic. Context read back.
- Email · ThuPhoto attachedLabel on the box, added to the case.
Tried: checked the order, offered a reship for Friday.
Wants: a refund for the wrong item.
Next: Priya approves or declines the refund.
Thread and case
The thread is the person. A case is the problem.
A prospect can become a customer with an open case, and your team will see both on the same record.
| The thread | A case | |
|---|---|---|
| What it holds | Everything with this person, on every channel, kept for good | One issue or request inside the thread |
| Status | None. It is the history. | New, On us, Waiting on customer, Resolved, Closed |
| Owner | Shared by your team | One named owner, with a priority |
| Messages | Every one, in order | The ones about this issue, from chat, a call or an email |
Lifecycle
A lifecycle your whole team can read at a glance.
- NewOpened by your assistant, a teammate or a rule.
- On usYour team owes the next step.
- Waiting on customerThe customer owes the next step.
- ResolvedFixed, and the customer told.
- ClosedRated, and kept on the record.
A reply from the customer will reopen a case. You will be able to add statuses of your own.
On Zenith's own record
Code, not the model, decides which case a message belongs to.
Linked by rule
The same person, an open case and the same topic within its window. The model may suggest a link; a person or a rule will confirm it.
Every change logged
Opened, message linked, status changed, assigned, note added, resolved, reopened, written back: each one recorded with who or what made it.
Context kept per case
What was asked, tried and promised, the order, invoice or booking it touches, and the next step, for whoever picks it up next.
Written back, never driven
If you also run a CRM or another help desk, the outcome will be written there. Nothing will flow the other way to change a case.
For your team
What your team will work with.
Assignment and notes
Owners, internal notes, mentions and the full history on every case.
Views
By channel, status, owner, location or product, saved for each person.
Routing rules
Assign, prioritize, tag and notify, by rules you write.
Saved replies and tags
The answers your team gives every day, one click away.
AI assist
Draft a reply, summarize a long thread, translate a message.
Take over
Step into any live conversation. Your assistant will pause until you hand it back.
On its own, and what waits
It resolves the routine and writes up the rest.
On its own
- Resolving routine requests from your records: order status, a change, a reschedule
- Opening the case with a summary, what was tried and what the customer wants
- Keeping the customer updated while a person works it
- Following your written procedures, using only the actions each step allows
Waits for a person
- Refunds, complaints and discounts
- Anything your rules say a person decides
- A customer who asks for a person
- Closing a case a person owns
What it reads and writes
Your records in, the outcome back where it belongs.
Zenith will be the system of record for cases. Other systems will only receive the outcome.
Reads
- The customer's recordEvery thread, booking, payment and past case, in Zenith.
- Orders, invoices and bookingsFrom your systems, as each connection goes live for you.Coming
Writes
- The caseIn Zenith, with its append-only event log.
- HubSpotThe outcome as a note, through the write-back switches you already use.Coming
- Another help deskThe outcome only, if you keep one.Later
FAQ
Questions buyers ask about cases.
Does it replace my help desk?
Yes. Every inquiry and issue will be tracked in Zenith, on the same record as your leads, across every channel. If you also run a CRM, Zenith will write what happened back to it.
What happens when the AI can't solve something?
It will open a case for the right person with the conversation summarized, tell the customer what happens next, and keep them updated.
Can a customer start in chat and finish on the phone?
Yes, once each channel is live. The call will land on the same record, the open case will be linked to it by rule, and whoever answers will start from the case's context.
Can we keep our current help desk?
As a place Zenith writes to, yes. Zenith will keep the case; your help desk will receive the outcome. No ticket in another system will be able to change a case in Zenith.
Who can see a case?
The people who can see that customer, by the roles and locations you set. Internal approvals and your assistant's exceptions will stay in the approval queue, and a case will be able to link to one.
How do you stop two different problems being merged?
Code will link messages to a case by rule. The model can suggest that two messages are about the same issue; a person or a rule will confirm it, and every link will be logged.
Start with the issues that come back twice.
Bring the questions your team answers every day. In the private beta we set up cases around them with you.
Pricing is set with each business in the private beta.