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that centralises everything
Tickets, channels, teams and statistics in a single tool. Configured for your organisation.
All your channels in a single queue
Every incoming message creates or updates a ticket, whatever channel your client used.
The complete ticket on a single page
Exchange history, documents, stakeholders — all in one place, with no screen switching.
- Full history of exchanges with the client
- History of exchanges with third parties: suppliers, contractors, carriers
- Documents of all types exchanged with the client or stakeholders
- Link to the account, opportunity, or order in the Sales module
Qualify and reply in a single action
Ticket qualification selects the matching canned response. You fill in the free fields and send.
- Automatic AI qualification, editable by the agent
- Responses linked to request type, scenario, and ticket status
- Free-text fields to personalise each response
- Simultaneous delivery to the client and to relevant third parties (supplier, carrier...)
The right tickets to the right teams
Automatic assignment, priorities, and configurable target response times for each request type.
Automatic assignment
By skill, language, or workload — each ticket reaches the right agent without manual intervention.
Priorities and SLA
Set priority levels and target response times. Alerts fire before a breach.
Escalation and reassignment
Reassign or escalate a ticket at any time without losing the history or thread of exchanges.
Multi-brand
Brand, canned responses, statistics, and assignment differentiated by brand or product family.
A client space to track tickets and browse the knowledge base
Your clients access their tickets and the knowledge base from a dedicated extranet.
Your client's space
A secure access where each client tracks tickets, views history, and communicates directly with your teams.
- Real-time ticket tracking from the client space
- Integrated messaging in the extranet
Self-service for your clients
Knowledge base articles can be published to the extranet, with fine-grained visibility control.
- Articles browsable in self-service by your clients
- Per-article visibility: public content, agent-only content
Run your customer service with the right metrics
Standard dashboards delivered on day one, extended on demand by your integrator.
- Breakdown by nature, request type, and scenario
- Agent tracking: volume, response time, resolution time
- New ticket count and trend over time
- Custom metrics built by your integrator based on your needs
AI in your customer service
HOP ships with preconfigured AI tasks. More can be built to order by your integrator.
Ticket qualification
Request type and scenario detected automatically when the ticket is opened. The agent confirms or adjusts.
Response generation
A draft response written from the ticket context. The agent reviews, completes, and sends.
Exchange translation
Read and reply in your language, whatever the channel or your client's language.