NexcubatorFeatures · nex-help
Help desk software on the same record as the customer
nex-help is help desk software for organisations that want every customer request answered on time and in context. Tickets, SLAs and replies sit on the same record as the customer, replies are drafted by nex-genie and approved by a person, and a ticket that needs work becomes a task. Nothing is copied between a support tool and the rest of the business.
Being built nex-help is in development, and early-access customers are shaping it now. Join to get it first.
What nex-help help desk software is designed to do
In many organisations the support desk is a separate app. The customer's history is in the CRM, the work is in the project tool, and the agent answering the ticket sees none of it. nex-help is designed so that a ticket is simply part of the customer's record. It covers:
- A ticket inbox, with each ticket assigned to an owner.
- SLA tracking on every ticket, so nothing quietly runs late.
- Replies drafted by nex-genie from your own knowledge, approved by a person before they are sent.
- The customer's history in context: deals, bookings, meetings and earlier tickets.
- Tickets that become work, as tasks with owners in nex-orbit.
A ticketing system with owners and SLAs
A ticketing system has two jobs: make sure every request has someone responsible for it, and make sure it is answered in the time you promised. nex-help is designed around both.
One inbox, clear owners
Customer requests arrive in a ticket inbox and are assigned to an owner, so everybody can see who is dealing with what. A request never sits in a shared mailbox waiting for someone to feel responsible.
SLAs tracked on every ticket
Each ticket carries its SLA, and the time left against it is tracked. Because nex-help reads the same records as the rest of Nexcubator, the AI assistant is designed to point out a ticket heading past its SLA to the person who can fix it, rather than the whole team.
Your rules, configured rather than coded
Who can see which tickets and who approves what are settings, like every other rule in Nexcubator. They are managed in nex-org by the people who run the service, in the app or in plain English, with no developer. See org design.
Customer support replies drafted by nex-genie, approved by a person
Most time on a support desk goes on writing answers that somebody has written before. nex-genie is designed to draft the reply, so the agent's job becomes checking and improving it.
Drafted from your own knowledge
Replies draw on what your organisation already knows, kept in nex-okl, and on the customer's own history. When Adam solves an unusual problem, the lesson is kept, so the next person who meets it starts from his answer rather than from nothing.
A person approves before anything is sent
The assistant drafts; people decide. Anything that sends something out waits for a person to say yes. The agent edits the draft, approves it or throws it away, and every change is recorded in the same history as everything else.
It shows its working
Each draft shows which information it used, so the agent can open it and check. Your information is not used to train anything.
Customer support in context: tickets on the customer record
A support request rarely stands alone. It is about a job you delivered, an invoice you sent or a renewal coming up. In nex-help the ticket sits on the customer's record in nex-crm, so the answer can start from the whole story.
From a won deal to a request
Once a deal is won in nex-crm, the customer's requests land in nex-help on the same record. Emma, answering a ticket, sees the customer's bookings, meetings and earlier tickets without searching another system.
Tickets that become work
When a ticket needs more than a reply, it becomes a task with an owner in nex-orbit. If it needs a conversation, the call is booked in nex-cal and held in nex-meet, all on the same record.
Renewals that know how support went
When renewal comes round, anything still outstanding is already on the customer, so John walks in knowing rather than finding out in the meeting.
Help desk software compared with a standalone help desk
A standalone help desk handles tickets well. It keeps them apart from the customer and the work.
| What you need | A standalone tool | Nexcubator |
|---|---|---|
| The customer's history | A copy, synced from the CRM when it works | The same record nex-crm uses |
| Ownership and SLAs | Tracked inside the help desk | Tracked on the ticket, visible across the business |
| Replies | Templates, or an assistant that sees only tickets | Drafted by nex-genie from your knowledge, approved by a person |
| Work a ticket needs | Retyped into the project tool | A task with an owner in nex-orbit |
| Lessons learnt | In the heads of the people who solved them | Kept in nex-okl for the next person |
| Changing the rules | Admin settings in one more app | Configured in nex-org, with the rest of your rules |
How nex-help works with the other nex apps
Every nex app reads the same records, so a ticket is never out of step with the customer or the work. See how it all fits together.
nex-crm: the customer
Tickets sit on the customer's record, beside their deals and renewals.
nex-orbit: the work
A ticket that needs work becomes a task with an owner, tied to a goal.
nex-okl: what you know
Drafted replies draw on the knowledge and lessons your organisation keeps.
nex-cal: a call when needed
A request that needs a conversation is booked on the same record.
nex-genie: the drafts
Drafts replies and points out tickets near their SLA; a person decides.
Help desk software FAQs
What is nex-help?
nex-help is the support desk in Nexcubator: a ticket inbox with owners, SLA tracking and replies drafted by nex-genie for a person to approve. Tickets sit on the same record as the customer in nex-crm, so the agent sees the customer's history, and a ticket that needs work becomes a task in nex-orbit.
Who is this help desk software for?
Organisations whose customer support is tied to work they deliver: service firms, agencies, contractors and operations teams. It suits leaders who want support, sales and delivery looking at the same customer, and who are tired of tickets that never reach the people who could fix the underlying problem.
How is it different from a standalone help desk?
A standalone help desk keeps its own copy of the customer and relies on integrations to stay in step with the CRM and the project tool. nex-help reads the same records as the other nex apps, so there is nothing to sync, and a ticket can become a task or a booked call without anyone retyping it.
Does the AI send replies to customers by itself?
No. nex-genie drafts the reply from your own knowledge and the customer's history, and shows what it used. A person edits and approves it before anything is sent. Every change is recorded in one audit history, and your information is not used to train anything. See the AI assistant.
Can we bring in our existing customer data?
Yes. nex-calibrate is designed to bring your existing data in as it is, in whatever format you have, with no fixed import template. After that, fields and structure change around the data in the app, with no re-import. See data onboarding.
Is nex-help available now, and where is data hosted?
nex-help is being built, and early-access customers are shaping it now. You can start with the nex apps available today and add the support desk when it arrives. Nexcubator is hosted in the EU by default, or in the region you prefer. See security for how access is controlled.
Answer every customer in context
Tell us how support requests reach your team today, and we will show you where nex-help fits.
Request early access