I upgraded to the Standard plan yesterday and was charged, but my workspace still says Free and I can’t add a fourth agent. Is this a bug?
AI ticket routing that finds the team that owns it
When a ticket is escalated, your AI agent reads it, works out which team owns the fix, sets the priority from real impact and hands it over with the context already attached.
7-day free trial · No card required
Today
J Jordan Ellis 9:41am
Sam Rivera escalated this conversation to tier two
Neo called get_subscription (jordan.ellis@example.com)
Running…
Standard plan · charge succeeded Sep 28 0.6s
Neo called get_workspace (jordan.ellis@example.com)
Running…
Plan flag still Free · never updated after the upgrade 0.4s
The agent limit is working as built. The upgrade charged but the plan never switched, so this is a billing fix, not a product bug.
- Engineering The limit reads the plan flag correctly Weighing… Not the owner
- Billing team Charge succeeded, plan never updated Weighing… Owner
- Priority
- High · Paid for a plan they can’t use
- Attached
- Stripe chargePlan flagUpgrade date
Neo assigned this conversation to Billing team
Neo called notify_team
Sending…
Alert sent to #billing on Slack Sent
Today
M Marcus Webb 10:26am
URGENT!! Your app is broken. Nothing has come into our support inbox since Monday and customers are waiting.
Sam Rivera escalated this conversation to engineering
Neo called get_mailbox (help@brightside.example)
Running…
Gmail connection expired 3 days ago 0.5s
Neo called search_knowledge ("mailbox stopped syncing")
Running…
1 article · Reconnect a mailbox 0.6s
It reads like an outage, but Gmail signed the mailbox out. Nothing is failing on our side and the fix is a reconnect.
- Engineering No sync errors on our side Weighing… Not the owner
- Support team Walk them through reconnecting Weighing… Owner
- Priority
- Medium · Real impact, but a two-minute fix
- Attached
- Mailbox statusReconnect article
Neo assigned this conversation to Support team
Today
L Lena Fischer 11:12am
Our chat widget disappeared from the site after the redesign went live yesterday. Not sure if it’s on your side or our developer’s.
Sam Rivera escalated this conversation to tier two
Neo called search_knowledge ("widget missing after redesign")
Running…
No article covers this case 0.5s
Neo called get_workspace (lena.fischer@example.com)
Running…
Widget enabled · no page views since Sep 27 0.4s
Both teams could own this and the evidence doesn’t separate them. I’m not guessing a queue, so a triage owner gets both theories.
- Engineering The widget script may be failing to load Weighing… Can’t tell
- Support team The new theme may have dropped the snippet Weighing… Can’t tell
- Priority
- Medium · The widget is off on a live site
- Attached
- Widget statusBoth theories
Neo assigned this conversation to Triage queue
Neo called notify_team
Sending…
Alert sent to #triage on Slack Sent
Powering support for growing teams
How it works
What happens to an escalated ticket
When a ticket is escalated or reopened, Neo reads the whole thread and the customer’s account, works out which team owns the fix and sets the priority. The team gets the ticket with Neo’s notes attached, so nobody starts the investigation over.
- 01
Starts when a ticket is escalated
A teammate escalates a ticket, a customer reopens it or a chat gets flagged. Neo picks it up right away and reads the full thread, the customer’s account and their past conversations.
- 02
Decides who owns the fix and how urgent it is
Neo weighs the symptom against what it finds in the account, so a “bug” that is really a billing or setup problem goes to the team that can fix it. Priority follows the real impact, not how loud the message is.
- 03
Hands over with the context
The ticket lands with the owning team and a private note: what Neo checked, what it found and why it chose them. If ownership is genuinely unclear, it goes to a triage owner instead of a guess.
Before and after
What changes with ThriveDesk
| When | Without ThriveDesk | With ThriveDesk |
|---|---|---|
| A ticket is escalated | It sits until someone has time to read it | Neo reads it as soon as it’s escalated |
| A “bug” that isn’t one | It goes to engineering and bounces back | Neo checks the account and sends it to the team that owns the fix |
| A customer writes in capitals | Everything is urgent, so nothing is | Priority follows the real impact |
| The handover | A one-line ticket and a restart | The account, findings and reasoning travel with it |
| Nobody knows who owns it | It gets forced into whichever queue is closest | It goes to a triage owner with both theories |
| A different lead on shift | Routing depends on who is triaging | The same judgment on every shift |
Your rules
Your team decides how it works
Your team trains Neo on your content, writes its rules in plain words and checks its work from the AI tools they already use.
01
Train it on your content
Point Neo at your help center, website, FAQs and past conversations. Publish a new article and Neo can use it within seconds.
Website
Website
We crawl your public pages, so pricing, policy and product answers come from what you already publish.
Help Center
Help Center
Every published article becomes an answer it can give, with a link back to the doc it came from.
FAQ
FAQ
Question and answer pairs you write by hand, for the rules and exceptions that live nowhere else.
Conversations
Conversations
Past tickets teach it your voice, and the edge cases your docs never got around to covering.
02
Write the rules in plain words
Write Neo’s instructions, pick its voice and switch on guardrails like refund limits and topics that always go to a person. The same rules apply on every channel.
Voice config
Memory store
Order history Past threads Customer profile
Support agent agent
Decide
Checks policy, picks an action
Reply
Guardrails check
03
Check its work over MCP
Connect Claude, ChatGPT or Cursor to ThriveDesk MCP. Search conversations, open any thread Neo answered and look up your help center for gaps, from the assistant you already use.
- Claude
- Claude Code
- ChatGPT
- Cursor
- VS Code
- Any MCP client
ThriveDesk MCP mcp.thrivedesk.com 28 actions · runs as you
- Conversations 14
- Contacts 3
- Live chat 5
- Reports 2
- Knowledge base 1
- +4 more areas
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
What is an escalation manager?
It reads escalated tickets, decides which team owns the fix and how urgent it is, and hands the ticket over with the context attached. In ThriveDesk, Neo does that work.
How does Neo decide which team owns a ticket?
It reads the whole thread, then checks the customer’s account, your help center and their past conversations for what is actually wrong. A message that sounds like a bug can turn out to be a billing or setup problem, and Neo sends it to the team that can fix that.
How does Neo set the priority?
From the real impact: what the customer can’t do and whether they are paying for it. The tone of the message doesn’t move it. You can add your own rules on top, like always treating an outage as high.
What if Neo can’t tell who owns the ticket?
It sends the ticket to the triage owner you choose, along with the theories it considered, instead of forcing it into a queue. Someone can make the call without starting from zero.
Does Neo reply to the customer?
It routes the ticket and leaves a private note for the team. If you also want it to tell the customer that a person is on it, add that to its instructions.
Can I test the routing before it goes live?
Yes. Paste in past escalations in the AI Playground, check where Neo would send each one and why, then turn it on.
More use cases
See all use cases
