Support — Troy & Company

Lost in the inbox is lost revenue.

An unhappy customer rarely emails twice. They just leave — and tell people why. When support lives in a shared inbox, the urgent stuff gets buried, things fall through, and you never see the pattern behind the complaints until it’s already cost you the reviews.

Troy turns support into a system: every issue becomes a ticket with a priority and an owner, your team resolves it fast with an AI knowledge base, and analytics show what’s generating the work. Here’s what that looks like.

The ticket queue

Every issue in one queue — open to resolved.

Returns, missing parts, install help, billing questions — each becomes a ticket with a category, a priority, and an owner. Nothing lives in a shared inbox where it disappears.

Live counts — open, urgent, resolved today, avg time to resolve.
One-tap status filters — Open, Pending, Resolved, Closed, All.
Filter by category and priority, or search by ticket, customer, or order.
Priority & category tags on every ticket.
New ticket in one tap — tied to the customer and order.

Everything support, one tap

A help desk, a knowledge base, and analytics — together.

Support in Troy isn’t just a ticket list. The same menu gives your team the answers to resolve issues fast and the analytics to see what’s causing them.

Tickets — the live queue, with a badge for what needs action.
Knowledge Base — AI-powered answers for team and customers.
Support Analytics — volume, resolution times, category mix.
Wired to the rest of Troy — a ticket points to the exact order or customer.

Knowledge base

Answers your team can find — and drop into a reply.

Onboarding guides, how-tos, support playbooks, product knowledge, and policies — all searchable, and answerable by AI.

Ask the Knowledge Base — plain-English questions, answered from your articles.
Quick prompts for common needs.
Browse by category — Getting Started, Sales, Warehouse, AI.
Insert any article into a ticket reply — faster resolutions.
New hires ramp themselves — the playbook is searchable.

Support analytics

See exactly what’s driving your tickets.

Volume, resolution times, category mix, and priority breakdown over any range — so you can fix the root cause, not just clear today’s queue.

Totals that matter — total, resolved, resolution rate, avg time to close.
Tickets by category — what actually generates the work.
Tickets by priority — Low, Normal, High, Urgent.
Daily volume trend — spot spikes before they backlog.
Turn support into a source of product insight.

Everything in the Support module

Tickets

One queue, open to resolved, with owners.

Knowledge Base

Searchable guides, playbooks, and policies.

AI Answers

Plain-English questions, answered from your docs.

Support Analytics

Volume, resolution time, and category mix.

Priorities & Categories

Urgent surfaces; everything is tagged.

Customer-linked

Every ticket ties to the order and customer.

Insert-to-reply

Drop a KB article into a response in a click.

New-hire onboarding

The playbook ramps your team for you.

How it works

Capture

Every question or issue becomes a ticket — categorized, prioritized, and tied to the customer.

Resolve

Assign an owner, pull the answer from the AI knowledge base, drop it into the reply.

Track

Watch each ticket move open to resolved, urgent items surfaced to the top.

Learn

Analytics reveal what’s driving tickets, so you fix the cause.

Make it yours

Shaped around your customers and your promises.

Your categories, your knowledge base, your SLAs. We build the queue to reflect how your business handles issues.

Your categories & priorities

Define the ticket categories and priority rules that fit your business, so urgent things flag the way you want.

Your knowledge base

Stock it with your policies, how-tos, and product info; the AI answers from your articles, in your voice.

Your channels

Capture issues from the inbox, the floor, or a form — wherever your customers actually reach you.

Your SLAs

Set the resolution targets you promise, and let the board flag anything slipping past them.

Where it shines

Built for the issues you actually handle.

Returns & missing parts

Selling physical goods? Track returns, missing parts, and install help as tickets tied to the order, so nothing gets lost in email.

A lean team

No dedicated support staff? The AI knowledge base lets anyone answer correctly, and new hires ramp without shadowing for a week.

Growing ticket volume

Volume climbing? Analytics show what’s driving tickets so you fix the cause — not just clear the queue.

The full walkthrough

Inside the Support module, capability by capability.

Help desk, live chat, knowledge base, and an AI agent — the full support stack that businesses currently rent from three vendors.

Ticket help desk

Every request, tracked to resolution

Email, chat, and manual tickets in one queue with status, owner, and priority. Nothing gets resolved by being forgotten.

Live chat widget

Talk to visitors while they’re deciding

A branded chat widget on the website turns visitors into conversations — and conversations into contacts and tickets automatically.

Knowledge base

Answers customers find themselves

A branded, searchable help library per workspace. Every article deflects the ticket it answers, forever.

AI support agent

The repetitive 60%, automated

An AI agent answers common questions from the knowledge base instantly, around the clock, and hands off to a human when it should.

Customer context

The whole relationship beside the ticket

Every ticket shows the customer’s orders, invoices, shipments, and history — support answers with facts, not apologies for asking.

SLAs & accountability

Response pace, measured

Ticket aging, resolution times, and per-agent load keep service quality a number you manage, not a vibe.

Connected, not bolted on

How Support talks to the rest of Troy.

Troy is one platform, not a bundle of apps. Here’s what this module reads from — and feeds into — automatically.

Orders & Logistics“Where’s my order,” answered instantly

Live fulfillment and shipment status on the customer record turns the most common ticket into a one-line reply.

BillingPayment questions, closed in one touch

Invoices and payment history beside the ticket — “did you get my check” dies in a single response.

AI AssistantDrafts, summaries, and deflection

Suggested replies speed agents; the AI agent resolves the repetitive tickets before an agent sees them.

ContactsTickets build the record

Every interaction logs to the contact, so sales and support read the same relationship.

Live chat → PipelineChats become leads

Pre-sale chat conversations convert to pipeline leads with the transcript attached.

Executive ViewService health on the command center

Volume, resolution pace, and backlog surface beside the revenue they protect.

In the field

How different industries put it to work.

Troy configures itself to 126 industries. Here’s what this module looks like in a few of them.

E-commerce

Order-status tickets answered from live data — or deflected entirely by the AI agent.

SaaS & IT services

A real help desk with KB deflection and SLAs, branded as your client’s own.

Wholesale

Account questions answered with the order, invoice, and shipment in view.

Home services

Job-status calls become chats and tickets the office resolves without radio-ing the crew.

Healthcare & wellness

Appointment and policy questions handled by KB and AI before the front desk picks up.

Agencies

Client requests as tickets — scoped, statused, and never lost in a DM.

Straight answers

Questions owners ask about Support.

Does this replace Intercom or Zendesk?

For what SMBs actually use — ticketing, live chat, knowledge base — yes. That’s roughly a $39+/mo subscription bundled into every workspace you sell.

How does the AI agent know the right answers?

It answers from the workspace’s own knowledge base and hands off to humans outside its confidence — you control the source content.

Can the chat widget go on any website?

Yes — it embeds on the workspace’s site, branded to match, and conversations flow into the same queue as email tickets.

Do support and sales share the customer record?

Yes — one contact record carries deals, invoices, orders, and tickets, so every team answers from the same history.

Can I measure my support team?

Resolution times, ticket loads, and aging are tracked per agent — service quality becomes a managed number.

Pricing

Every module. Every plan. One flat license.

This module — and the other 23 — is included on every plan. Nothing here is feature-gated. Your clients pay you directly at prices you set; we never take a cut.

Starter

Try the business on. Land your first clients.

$199 / mo

Monthly license · no setup fee · cancel anytime

10 client workspaces
10 industry configurations
10 turnkey industry websites
All 24 modules — nothing gated
White-label branding included
We host everything

Choose Starter

Best value

Growth

For building a real client book.

$299 / mo

+ $299 one-time setup · cancel anytime

25 client workspaces
50+ industry configurations
25 turnkey industry websites
All 24 modules — nothing gated
White-label branding included
Priority support

Choose Growth

Enterprise

Run it at full scale, on your own domain.

$499 / mo

+ $499 one-time setup · cancel anytime

Unlimited client workspaces
All 126 industry configurations
All 160+ turnkey industry websites
All 24 modules — nothing gated
White-label + your custom domain
Concierge onboarding · API access

Choose Enterprise

Every plan gets all 24 modules. The tiers change how many clients, industries, and websites you can run — never what the software does.

Not ready to decide? Take the dashboard tour — no login, no card, no trial clock.