Support
Support triage
Triage new tickets, pull the order when there is one, and draft the reply.
Sutro reads new tickets, looks up the order and shipping status, tags the ticket, and drafts a reply from your saved replies and help center articles. Refunds, credits, and anything unusual wait for someone on your team.
Step 5 waits for a person
01
Reads the ticket
Identifies what the customer needs.
02
Pulls the order
Finds the order, the items, and the shipping status.
03
Tags and routes
Applies your tags and sends the ticket to the right queue.
04
Drafts the reply
With the order and tracking details filled in.
05
Waits or sends
Waits for a person
Replies you allow go out. The rest wait for review.
Tags and routes the tickets it can classify
Looks up orders and tracking
Drafts replies with order and tracking details
Summarizes long threads for the assignee
Refunds and credits
Angry or sensitive tickets
Tickets Sutro can't match to an order
Zendesk or your help desk
Shopify or your ERP
Carrier tracking pages