Feature reference
Every room in the nest, described plainly.
Below: each feature, what it actually does, where it pays off, and which plans carry it. The examples are live — the demo inbox behind them exercises the same code paths.
The shared inbox
Emails, chats, and social messages arrive as tickets in one queue the whole team works from. Each row shows who's waiting, through which channel, for how long — and the selected ticket opens its full thread beside the list, so context is one glance away instead of a tab away.
Where it pays off
A delivery complaint arrives by email, a follow-up lands by chat — they meet in the same inbox, on the same customer, with the complete history attached.
Why it matters: Nobody answers the same customer twice, and nobody's thread dies in a personal mailbox.
- Claim with one click — avatar shows ownership
- Reply inline, thread stays complete
- Status one click from the thread header
In the demo, the real shared inbox does all of this — list, thread, claim, reply, statuses — with 14 seeded conversations.
Statuses that carry the story
Every ticket is open, pending, solved, or closed. Open needs action; pending stops the clock because you asked the customer something; solved triggers a CSAT survey; closed rests and reopens if the customer writes back. The status changes in one click, right inside the thread.
Where it pays off
You asked for an order number two days ago — a pending status keeps that thread visible as 'waiting on them' instead of rotting in open.
Why it matters: The queue tells the truth about where every conversation actually sits.
Open: the ticket awaits its first reply — it sits at the top of the team's triage.
Assignment without the shout-down-the-hall
Claim a ticket with one click, or route it to a teammate from the thread. The assignee's avatar rides with the ticket everywhere it shows — list, desk, and contact page — so ownership is never ambiguous.
Where it pays off
A bug report goes to the one engineer on support rotation; the avatar in the list tells everyone else it's handled.
Why it matters: Every ticket has exactly one owner; the team can see the handoff happened.
See it running
This one is best understood live — the demo inbox drives it end to end with the seeded conversations.
AI reply suggestions
For every ticket, SupportNest drafts the reply pattern that fits its type — order issues get shipping transparency, billing gets the correction plan, bugs get reproduction plus workaround. Insert the draft into the composer, edit freely, and send. Regenerate for a second phrasing; a draft is never sent by itself.
Where it pays off
Four 'where is my order' tickets in a row each get a personal, accurate reply in a fifth of the typing.
Why it matters: First responses stop being the bottleneck; quality stays human because the draft is only raw material.
Hi Poppy — thanks for flagging this. I checked the shipment for order #58213: the carrier mis-scanned it at the regional hub, so the tracking date jumped. The parcel is moving again and I've asked the carrier to confirm Thursday. I'll write here the moment they do.
Filters and the ticket desk
Slice the nest by status, channel, assignee, or free text — or combine them. The ticket desk lays the filtered result into a full-width table for focused work sessions, exports it as CSV, and saved views (Flock and up) keep your favorite slices one click away.
Where it pays off
Monday triage: filter to open + email + unassigned, work top to bottom, export the week for the ops review.
Why it matters: The right tickets surface in seconds instead of scroll-archaeology.
- Poppy· emailopen
- Desmond· chatpending
- Ines· emailopen
- Hollis· emailpending
- Yuki· chatsolved
5 of 5 tickets match — the desk applies the same logic to all 14.
A history you can search
Conversations keep their complete thread — who replied, when, from which channel — for 90 days on Hatchling, two years on Flock, and without limits on Aviary. The contacts view rolls every thread into per-customer cards with ticket counts and CSAT averages.
Where it pays off
A customer returns after eight months; you open their contact card and see the full story before replying.
Why it matters: Long-term customers get long-term memory — and nobody re-asks for order numbers.
See it running
This one is best understood live — the demo inbox drives it end to end with the seeded conversations.