When a conversation requires investigation or multi-day follow-up, convert it into a ticket with a single click. Keep the complete backstory attached so no detail is lost.
Familiar Markdown editor for crisp formatting
Write structured replies with bold text, bullet lists, code blocks, tables, and hyperlinks. Enjoy live preview toggles, quick keyboard shortcuts, and full formatting freedom.
Intelligent priority, department, and SLA routing
Categorize tickets by urgency (Urgent, High, Normal, Low) and route them automatically to the right support teams. Monitor resolution timers and ensure priority customers never wait.
Two-way email threading
Customers can reply directly from their email inbox, and agents can answer from the Connext console. Every reply is threaded cleanly into the ticket timeline.
Departmental routing to automatically direct tickets to Billing, Support, or Sales.
05 / CAPABILITY
Seamless two-way email threading so customers can reply directly from their inbox.
06 / CAPABILITY
Public customer replies and private staff notes kept in separate, clear streams.
A closer look
Questions, answered.
Can customers view and update tickets without logging in?
Yes! Customers receive email notifications with direct secure links to view their ticket status and reply, or they can simply hit 'Reply' in their email client.
Does Connext support SLA tracking?
Yes. You can configure response time targets and resolution goals. Overdue tickets are automatically flagged so your team can prioritize urgent requests.
Can we insert canned responses into ticket replies?
Absolutely. The Markdown editor includes a macro selector that lets you insert pre-written solutions, policy links, and guides in one click.
Make your next step count.
Explore the product, understand your options, and get your team ready.
01 / EXPLORE
See how chat works
Connect your website to a shared inbox with clear ownership and private team collaboration.