Support — Troy
Support

Every issue tracked — nothing slips.

Returns, missing parts, install help, and questions — one queue, open to resolved, with priority flags, an AI knowledge base, and analytics that show what’s really driving your tickets.

Replaces a help-desk tool + a knowledge base + support reporting
Support
Every issue tracked — nothing slips.
meettroy.ai

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.

A guided tour

The Support module, screen by screen.

Troy ticket queue
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.
Troy Support menu
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.
Troy AI knowledge base
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.
Troy support analytics
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

1

Capture

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

2

Resolve

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

3

Track

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

4

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.

Nothing gets buried — and you see what’s causing the tickets.

Explore more of Troy

Feature
AI Assistant
Answers from your live data.
Feature
Fulfillment
Paid orders, picked, packed, shipped.
Feature
Sales & Pipeline
Leads, quotes, and deals in one pipeline.

Give every customer issue a home.

Starting at $19.99/mo · No setup fees · Cancel anytime · Live the moment you sign up

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