A Support Desk, Built Into Your Platform
Tickets, live chat, bookings and agents, in the same admin panel as the rest of your platform. Included on Starter, Advanced and Pro.
Desk Screens
Your support team's command center
Tickets, live chat, your customer list and bookings, in the same admin panel as the rest of your platform.
Support Tickets
Every support request in one list. Riders and drivers open them from the app, customers from their account on your website or your contact form, and, once a support mailbox is connected, by email.
- Requests from the rider and driver apps, the web account page and your contact form
- Inbound email opens or updates tickets once a support mailbox is connected
- Priority levels: Low, Medium, High, Urgent
- Status tracking: Open → In Progress → Resolved → Closed
- Agents claim a ticket, reply by email and see its full history
- Status and priority filters, search, and an alert for new tickets
Live Chat
Riders chat with your team from the rider app, drivers from the driver app, and customers from a chat bubble on your website. Messages arrive in real time.
- Chat in the rider app, the driver app and your customer website
- New messages appear within seconds, without refreshing the page
- Agents can send images and files
- A signed-in rider who comes back continues the same chat
- Agents close chats; closed chats stay in a read-only history
Customer List
A searchable list of your customers, with their email, phone number, the date they joined and whether they have an account.
- Search by name, email or phone
- Registered and guest customers
- Paged, for a long customer list
Agent Console
Your agents work from one console: the chat inbox, the ticket list and bookings, with a dashboard of open tickets, active chats and what was resolved today.
- Every active chat in one inbox
- My Chats and My Requests for each agent's own work
- Claim and close actions
- Agents have their own login, which reaches only the desk
Bookings & Orders
Agents create taxi rides for customers, follow every ride or order, assign or change the driver, and cancel when they need to.
- Create taxi rides for customers, phone-in bookings included
- Book for another passenger, who gets the ride details by SMS and email
- Send a payment link by email, or place the order directly
- Assign or change the driver, or cancel
- Search by customer name, email, phone or order number
- Fare breakdown for every ride; items and driver for every grocery order
- A notes field on every booking
Customer Self-Service
Riders open support requests from the app or from their account on your website, and follow every reply there. Drivers open requests and chat with support from the driver app.
- Riders open and follow their requests in the app and on the web
- Every reply on a request, in the rider's own thread
- Drivers open requests and chat with support from the driver app
Multi-Product
One desk for taxi and grocery
The desk shows Taxi Rides or Grocery Orders, or both, to match your platform, each with that service's details.
Taxi & Ride-Hailing
Ride questions and driver complaints. Agents see trip details and fare breakdowns, assign or change the driver, and create rides for customers.
Grocery & Delivery
Order questions and delivery issues. Agents see each order's items and driver, change the driver, cancel, and refund a delivered order to the customer's wallet as store credit.
How It Works
From first contact to resolution
A Rider Starts a Chat or Opens a Request
From the rider app or your website; a driver does the same from the driver app. With a support mailbox connected, an email opens a request too.
An Agent Picks It Up
Agents see new chats and requests as they arrive, claim them and reply. Chat replies arrive at once; a reply to a request is emailed and added to the rider's thread.
Resolve with Context
Agents look up the customer's rides or orders, assign or change a driver, or cancel, without leaving the desk.
The Rider Follows Along
Riders see every reply to their request in the app or on the web, under their account.
FAQ
Support desk questions answered
Which plans include the support desk?
Every plan: Starter, Advanced and Pro, for taxi and grocery.
Can support agents reach the full admin panel?
No. Agents have their own login and see only the desk: chats, tickets, customers, bookings and orders. They cannot reach fleet management, fare settings or analytics. They can cancel orders and refund a delivered grocery order to the customer's wallet as store credit.
How does the live chat work?
Riders chat from the rider app, drivers from the driver app, and customers from the chat bubble on your website. New messages appear within seconds, without refreshing the page. Agents reply from the console and can send images and files.
Can agents create bookings for customers?
Yes, for taxi. Agents create rides for customers from the desk, which suits phone-in bookings, and can book for another passenger, who gets the ride details by SMS and email. They then send a payment link by email or place the order directly.
Do customers see their support requests?
Yes. Riders see their requests and every reply in the app, and on your website under their account. Drivers can open requests and chat with support from the driver app.
Does the desk work for both taxi and grocery?
Yes. It shows Taxi Rides or Grocery Orders, or both, to match your platform, each with that service's details.
Can AI answer support messages in the desk?
Yes, with the Intelligence add-on: AI answers routine support messages, labelled as AI, and passes cancellations, refunds, complaints and anything it is unsure of to your team. It is $99 a month on any plan, sold separately from the plans. What Intelligence does →
A support desk on every plan
See tickets, live chat, bookings and the agent console in the demo.
Try the Demo