XBuddy
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Customer service

Tickets with someone on call, SLAs, and customers who track their own

A helpdesk with rotating on-call shifts, SLAs, customer portal accounts, health scores and renewals shared with CRM — spot churn risk before it is too late.

  • New tickets assigned to whoever is on call
  • Customers create and track tickets on the portal
  • Health alerts trigger playbooks automatically
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Tickets with someone on call, SLAs, and customers who track their own

The core problems

What is costing you time and money

  • Nobody knows who is on duty

    Customer requests arrive by phone, email and chat and land with whoever is free. After hours or at shift change, tickets wait with no owner, and response-time commitments are broken.

  • Customers call back just to ask for status

    Customers cannot see where their request stands, so they call again and again. The support team spends its time answering status questions instead of solving problems.

  • The same questions every week

    The same question is answered again and again, differently by each person. Instructions live in chats and loose files, so customers cannot look anything up themselves.

  • Churn discovered too late

    Tickets, surveys and contract end dates sit in different tools. Nobody sees a customer gradually souring, and sales looks at a different renewal list than customer success.

Before and after

What changes on XBuddy

Today

  • Tickets land with whoever is free, none taken after hours
  • Customers call back to ask for status
  • Template answers kept in individual chats
  • No signal that a customer is about to leave
  • Renewals tracked separately by CS and sales

With XBuddy

  • Rotating on-call rosters assign new tickets, bulk shift hand-over
  • Customer portal: accounts per contact, create, comment, close tickets
  • A knowledge base with a public lookup portal for customers
  • Health scores, de-duplicated alerts, playbooks that run themselves
  • One Renewal record shared by CS and CRM

The flow

7 steps, one continuous record

  1. 1

    Open the portal to customers

    The CS admin creates portal accounts for customer contacts with an admin or member role and sends an invitation. Customers sign in to the company's own portal to create tickets; members see their own tickets, while a customer-side admin sees tickets for the whole customer account.

    • Customer identity fully separate from staff accounts
    • Invitations and password resets use one-time tokens
    • Internal comments never appear on the portal
    Customer success →
    Open the portal to customers — Customer success
  2. 2

    Rotating on-call shifts

    The team lead builds an on-call roster by shift, including shifts that cross midnight in the roster's time zone. A new ticket is assigned to the next person in the current shift the moment it is created; at shift end, tickets are handed over in bulk to people in the same roster.

    • Rotation runs inside the ticket-creation transaction, no double assignment
    • Every change of owner sends a notification
    • Hand-over is shared only within that roster
    Customer success →
    Rotating on-call shifts — Customer success
  3. 3

    Work tickets against SLA

    CS agents handle tickets in the Helpdesk; which status moves are allowed lives in one rule table by role — agent, customer and system. Customers are told of changes by queued email, and resolved tickets can close themselves after a configured number of days.

    • SLA management; the first resolution time is kept for SLA
    • Failed emails show on the ticket, never silently
    • Data scope by own, team or all
    Customer success →
    Work tickets against SLA — Customer success
  4. 4

    Escalate to service

    When a request falls under a service contract or goes beyond first-line support, the agent escalates the Helpdesk ticket to Service Management. The service ticket keeps the document chain, applies the contract's SLA and can lead on to a Service Order or a field job.

    • Escalation keeps the link to the original Helpdesk ticket
    • Contract-based SLA policies and SLA reporting
    • Service Ticket assistant suggests escalation and assignment
    Service management →
    Escalate to service — Service management
  5. 5

    Knowledge customers can look up

    The support team writes and approves how-to articles in the Knowledge Base, then chooses which ones appear on the public lookup portal that needs no sign-in. Readers rate whether an article helped, and the assistant points out topics that still lack an article.

    • Draft → review → published lifecycle, with versions
    • Keyword and semantic search
    • Import articles from existing files in Documents
    Knowledge base →
    Knowledge customers can look up — Knowledge base
  6. 6

    Track customer health

    Health scores are computed per contact and per account, segmented healthy, at risk and critical. Each time a segment worsens, one alert is raised — never a duplicate of an open alert — and a playbook assigning work to CS staff runs automatically.

    • Recalculate manually or on a schedule (toggle)
    • NPS surveys: send, view responses, overall score
    • Customer onboarding from templates, step by step
    Customer success →
    Track customer health — Customer success
  7. 7

    One renewal record

    CS and sales work on the same Renewal record, with stages configured in CRM. Contracts approaching their end date are flagged automatically; from a Renewal you can create a Quotation, a contract or a Service Order.

    • No two-way sync — there is only one record
    • Final stages renewed / churned are locked
    • The assistant highlights renewal risk and expansion signals
    CRM →
    One renewal record — CRM

Key capabilities

What this solution relies on

Helpdesk

4

  • First-line tickets

    Create, move status by role-based rules, escalate to Service Management.

  • On-callAdvanced

    Rotating rosters by time zone, new-ticket assignment, bulk shift hand-over.

  • Auto-close

    Resolved tickets close after N days without updates; a ticket the customer reopened is never closed by mistake.

  • SLA

    SLA management for the Helpdesk; service tickets use contract-based SLA policies.

Customer portal

4

  • Customer accounts

    One account per contact, admin or member role, invited by email.

  • Self-service

    Customers create tickets, comment, and close or reopen their own tickets.

  • Email notifications

    Customer emails are queued and sent outside the transaction; failures show on the ticket.

  • Public lookup

    A knowledge base portal with no sign-in, showing only articles explicitly selected.

Retention

4

  • Health scores

    Per contact and per account, also shown on the CRM account page.

  • Alerts and playbooks

    A worsening segment raises one alert and runs a playbook that assigns work.

  • NPS and onboarding

    NPS surveys, onboarding templates and progress per customer.

  • Renewals

    Renewals shared with CRM, due-date reminders, leading to a Quotation, contract or Service Order.

Team & AI assistants

4

  • CS teams

    CS reps, teams, customer assignment and team data scope (toggle).

  • Customer Success assistantAI

    Triages tickets and drafts replies, flags renewal and churn risk, prepares QBRs.

  • Service Ticket assistantAI

    Tracks the service ticket lifecycle and suggests timely escalation or assignment.

  • Knowledge CuratorAI

    Measures coverage, detects content gaps and keeps articles up to date.

Handled out of the box

Hard questions XBuddy already answers

A Helpdesk request belongs to a service contract?Escalate it to a Service Management ticket, then create a Service Order or a field job.See the how-to →A customer's contract is about to expire?The Renewal is flagged automatically; CS and sales move stages on the same record.See the how-to →A ticket is about to breach its commitment?Set SLAs for the Helpdesk and follow tickets against their resolution deadline.See the how-to →A customer is souring and nobody notices?A health alert is raised when the segment worsens, with a playbook assigning work to the owner.See the how-to →Assign work automatically when risk appears?Configure playbooks from templates and review the history of every run.See the how-to →

What’s inside

Apps and AI assistants involved

Customer successOnboarding, health scoring and renewal management.Service managementHelpdesk, service contracts, SLA and billing.Knowledge baseWiki, SOPs and semantic search.CRMContacts, leads and customer relationships.AI assistantCustomer Success AssistantCustomer success assistant — tracks account health, churn and renewal risk, NPS follow-up, onboarding milestones, expansion signals and lifecycle transitions.AI assistantService Ticket AssistantProcess-aware agent tracking service ticket lifecycle and proposing timely escalation or assignment actionsAI assistantKnowledge CuratorCurates the knowledge base — measures coverage, finds content gaps, and keeps articles accurate and fresh.

FAQ

Frequently asked

How does the Helpdesk differ from Service Management tickets?

The Helpdesk is the customer care team's first-line queue. When a request needs handling under a service contract with its own SLA, the ticket is escalated to Service Management and keeps its link.

Which account do customers use on the portal?

A dedicated portal account tied to the customer's contact, completely separate from staff accounts. Customers see only tickets within their own scope and never see internal comments.

Are the portal and on-call features on by default?

No. Customer accounts, customer emails and on-call ticket assignment are toggles that are off by default, switched on in settings when the team is ready.

Do health scores work straight away?

You need to enable the health score toggle and configure the scoring first. While it is off, scheduled recalculation and the AI skills about customer health do not run.

Can renewals in CS and CRM drift apart?

No, because they are the same record. Renewal stages are configured once in CRM and both Kanban boards read and write the same data.

Does the AI reply to customers on its own?

The assistant triages tickets and drafts replies as internal notes, and flags risk and knowledge gaps. What is sent to the customer is still decided by the agent.

See this flow on your own data

A thirty-minute demo focused on the process you are actually stuck on.

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