Customer requests: receive, answer, measure
From the chat on your website to the report on response times: views with filters and counters, list and board, replies and internal notes, article suggestions from your knowledge base. All in the same workspace as your contacts, files and automations.
What YOWO7 Support does
Four building blocks from first contact to reporting — and no second support tool.
A channel on your website
One script tag puts the chat on every page. Every message becomes a ticket in the workspace — with greeting, offline text and agent status.
Tickets with status
Reply or internal note, seven statuses, four priorities, one assignee — and the CRM contact sits on the ticket.
Answers from your own knowledge
Matching articles for the ticket, a drafted reply on click — from published articles only. Sending stays with you.
Views and a board
Your own views with filters, sorting and counters, plus a list and a board across the statuses.
Views that match your day
Six views are there from the start: your unsolved, unassigned, all unsolved, recently updated, pending and recently solved. Next to those you build your own from a status selection, an assignee filter and a sort order. Every view shows its counter, and the same tickets appear as a list or as a board.
- Six prepared views, ready to use
- Your own views from status, assignee and sort order
- A counter on every view, recalculated on demand
- Board by status — dragging changes the status
- Full-text search across subjects and messages
- New tickets and status changes appear for everyone at once
List or board
Same view, two angles: the list to work through, the board for the status overview.
The ticket is the workplace
A ticket carries the whole thread: the customer's messages, your replies and internal notes only the team can see. Status, priority and assignee change right in the header, and the CRM contact sits beside it — along with that person's other tickets.
- Reply and internal note in the same editor, clearly separated
- Seven statuses from new through waiting on customer to closed
- Four priorities from low to urgent
- Assign a ticket to someone on the team
- CRM contact on the ticket, with that person's other tickets
- History of status, priority and assignment
Internal notes stay internal
Only the team sees notes. The customer gets what you send as a reply, nothing else.
Answers grounded in your own knowledge
For every ticket, YOWO7 looks for matching articles — in the internal wiki and in the public help. On click it drafts a reply that uses those articles only and keeps the sources attached. The draft lands in your editor; you are the one who sends it.
- Suggestions from internal wiki pages and public help
- Drafted reply from published articles only
- Sources stay attached to the draft
- Take the draft over and edit before sending
- Sending always stays with the team
One script, your look
In the workspace you create as many widgets as you need: primary color, position, launcher icon, open animation and header title. You write the greeting and the offline message yourself, and if you want, the widget asks for a name and email first. The preview shows all of it without sending anything.
- Embed snippet with a public key — no secret on the customer site
- Primary color, position, launcher icon and open animation
- Greeting, offline message and your own header title
- Optionally ask for name and email before the first message
- Agent status: visitors see whether someone is around
- Forms are the second public way to reach you
Controllable from JavaScript
Use $y7 to set visitor data and to open or close the chat. $yowo7 remains an alias for existing embeds.
How fast you actually are
The statistics count your ticket volume and work out the times that matter in support: to the first reply and to solved, each as an average and as a median. The median sits next to the average on purpose, so a single outlier skewing the number stands out.
- Tickets by status: new, open, pending, solved, closed
- Average and median to the first reply
- Average and median to solved
- Numbers for the whole workspace, no export needed
What should happen on its own
Support hangs on the workspace automations. A new ticket can create a task in a project, a status change can leave a note on the contact, an urgent request can notify the team.
- Triggers: ticket created, updated, status changed, assigned, new message
- Conditions on subject, status, priority, channel and assignee
- Follow-up actions in CRM, Projects, Inbox or as email
- Branches, loops, delays and your own code
An urgent request becomes a task
When
Support ticket created
Then
Priority is urgent
Then
Create a task in the project
Then
Notify the team
Every detail
The scope of YOWO7 Support to scan through — so you can see whether your workflow fits.
Channel & intake
- Web widget on any page, embedded with a script tag
- Several widgets per workspace, each with its own public key
- Channel on the ticket: widget, email, form or manual
- Optionally ask for name and email before the first message
- Visitor session persists in the browser
- Preview mode in which nothing is really sent
Ticket & fields
- Subject, requester and its own ticket ID
- Seven statuses: new, open, pending, waiting on customer, waiting on agent, solved, closed
- Four priorities: low, normal, high, urgent
- One assignee per ticket
- CRM contact on the ticket
- Timestamps for creation, last message, first reply and resolution
- Archive tickets instead of deleting them
Views & board
- Six prepared views in the workspace
- Your own views with a status selection and assignee filter
- Sort by last message, resolution or creation
- A counter per view, recalculated on demand
- List and board by status
- Change status by drag and drop
- Full-text search across tickets
Replies & notes
- Formatted replies with lists and links
- Internal notes, visible to agents only
- Replies reach an open chat straight away
- Reply by email when the widget has a sender identity set
- That person's other tickets in the side panel
- History of status, priority and assignment
Knowledge & AI
- Matching articles for the ticket, from wiki and public help
- Drafted reply on click, from those articles only
- Sources stay attached to the draft
- Take the draft over and adjust before sending
- Sending stays with the team
Widget appearance
- Primary color, position and launcher icon
- Open animation and your own header title
- Greeting and offline message
- Agent status in the widget header
- Preview right in the workspace
- Enable and disable a widget
Embedding & JS API
- One script tag with a public key, no secret on the page
- Set visitor data: $y7.push(['set', { email, name }])
- Control the chat: $y7.push(['do', 'chat:open']) and 'chat:close'
- $yowo7 remains an alias for existing embeds
- Public widget endpoint without a token
- No help center and no forms inside the widget — those are their own pages
Reporting
- Total ticket volume
- Counters for new, open, pending, solved and closed
- Average and median to the first reply
- Average and median to solved
Automation & permissions
- Triggers for created, updated, status, assignment and new message
- Conditions on ticket fields inside branches
- Follow-up actions in CRM, Projects, Inbox and email
- Read for viewers, editing from member up
- Mark support agents from your workspace members
- Retention periods for tickets on the Enterprise plan
Missing something for your workflow? Ask us — we'll tell you honestly whether and how it works.
Support is one part of YOWO7
The same workspace holds CRM, Inbox, the knowledge base, Forms and more. One login, one set of data, no handover between tools.
More apps
See what else belongs to it — or start with Support right away.
FAQs about Support
You copy a script tag with your widget's public key into the page, usually right before the closing body tag. That's all it takes, and no secret sits on the customer site. Color, position, greeting and offline text you change in the workspace at any time afterwards.
No. Inbox is the shared company mail. Support is the customer channel with tickets: status, priority, assignee, internal notes and response-time reporting. In Inbox you see a contact's tickets, but the work happens in Support.
Messages is the internal team chat. Support is the way outwards: visitors on your website write to you, and tickets appear in the workspace.
The route you set up yourself in minutes is the web widget. Every ticket also carries its channel — widget, email, form or created manually — so it stays visible where a request came from.
Through $y7. Use $y7.push(['set', { email, name }]) to set visitor data such as name and email, and $y7.push(['do', 'chat:open']) or 'chat:close' to open and close the chat. $yowo7 still works as an alias for existing embeds.
For your team, yes: new tickets and messages appear in the view immediately. On the visitor's side the widget fetches new messages at short intervals. That is plenty for a support conversation, but it does not replace a phone.
Yes, within clear limits. For every ticket YOWO7 suggests matching articles and drafts a reply on click — from published articles only and with the sources named. The draft lands in your editor; you are the one who sends it.
No. Support gives you statuses, priorities, views, internal notes and response-time reporting. Fixed response-time rules, saved canned replies, automatic acknowledgements and satisfaction surveys are not part of it. We'd rather say so up front than have you find out after the move.
There is no separate customer portal. The conversation runs in the widget for as long as the browser session lasts, and through your replies. Public content you publish through the knowledge base help.
Tickets are handled on a computer today. The mobile app covers Inbox, CRM, Files and Projects — the support area stays with the browser.
Set up your support in a few minutes.
Create a widget, drop in the snippet, answer the first ticket — with your real requests instead of sample data.
Get startedSupport belongs to the workspace — without another support tool.