Customer Support

Reeve integrates with your helpdesk to give you a unified view of support tickets, response times, and customer satisfaction — without switching between tools.

Supported Platforms

Additional helpdesk integrations are on the roadmap. Connect via the Connectors page in the Cockpit.

Setup

Dashboard

The Support panel on the Dashboard provides:

• Open tickets — Count and trend over time
• Response time — Average first response and resolution time
• CSAT score — Customer satisfaction trending
• Ticket volume — Daily/weekly incoming ticket counts
• Escalations — Tickets requiring attention

Agent Tools

Agents interact with support data through the reeve_support tool:

// Support dashboard overview
reeve_support({ action: "get_dashboard" })

// List recent tickets
reeve_support({ action: "list_tickets" })

// View connected helpdesk integrations
reeve_support({ action: "list_connections" })

// Test a connection's health
reeve_support({ action: "test_connection", connection_id: "conn_abc" })

// Force sync latest data
reeve_support({ action: "sync_connection", connection_id: "conn_abc" })

Connection Management

Manage helpdesk connections programmatically:

// Create a new connection
reeve_support({
  action: "create_connection",
  connection_data: {
    provider: "gorgias",
    api_key: "your-api-key",
    domain: "mystore.gorgias.com"
  }
})

What You Can Ask

• "How many open support tickets do we have?"
• "What's our average response time this week?"
• "Show me the CSAT trend for the last 30 days."
• "Are there any escalated tickets that need attention?"
• "How does our ticket volume compare to last month?"

Escalation Awareness

Reeve monitors ticket patterns and can alert you to:

• Volume spikes — Unusual increases in ticket count
• Slow responses — Tickets nearing SLA deadlines
• Low CSAT — Drops in customer satisfaction
• Trending issues — Common topics appearing across multiple tickets

Set up a cron job to receive a daily support summary in Slack, Teams, or any connected channel.