70+ product updates

IntroducingOrrery 2

AI has rewritten what a support queue looks like. Orrery 2 puts machine and human work on one desk, with 70+ updates spanning workforce planning, live issue detection, and quality review for both.

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Human & QA monitoring

Weekly CS review 10 unreviewed

Sample: 112
Pass rate: 93% 2PP

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Trusted by more than 24,600 teams

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Over 70 improvementsacross the helpdesk

Workforce management

Forecast for a team of AI and humans

Planning now folds Vega volume and resolutions into the same forecast as your people, so demand shows up whole. Forecast, roster, and read performance without leaving the desk.

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Staffing timeline All channels Skills Custom Apr 19 – Apr 25

Conversation volume Human handledVega handled

Metric	Sat	Sun	Mon	Tue	Wed	Thu
Total volume	737	848	7,485	4,757	5,080	4,847
Human forecast	67	99	742	665	685	584
Required staffing	61	90	675	605	623	531
Net staffing	−59	−87	−578	−492	−471	−418

AI demand forecasting

Read conversation volume before it lands. Vega signals and eleven quarters of history size the roster honestly.

Live performance tracking

Watch the floor as it works. Attendance, handle time and SLA adherence update while the shift runs.

Automated scheduling

Build and move agent shifts without a spreadsheet. Templates, working hours and time-off sit together.

Real-time issue detection

Detect and fix issues as they form

Orrery reads every conversation as it arrives and surfaces the pattern before your inbox does — so a broken checkout reaches the right engineer in minutes, not on Monday.

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Customers unable to log inLive

Reports per 10 minutesSince 09:20

Suggested replyDraft

We've traced this to a session token that expires early on Safari. A fix is rolling out now — clearing site data restores access in the meantime.

Send to 32AssignSnooze

Automatic issue grouping

Related conversations are bundled the moment a pattern shows, so nobody triages the same fault twice.

Contextual alerts with severity

Alerts carry blast radius and revenue exposure, so the on-call engineer knows what they are walking into.

Respond and update in one place

Answer everyone affected in a single pass, then post the resolution back to the same thread when it ships.

Quality & review

Measure quality across AI and human support

Score every conversation on the same rubric, whether Vega closed it or a teammate did. Sampling runs on its own, and the customers most at risk surface first.

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Coverage by workstreamLast 30 daysFull sample

Billing

Onboarding

Technical

Retention

Vega — tier 1

Vega — tier 2

Escalations

Partners

Rubric	Sampled	Pass	Δ
Accuracy	418	94%	+3
Tone	418	97%	+1
Resolution	402	89%	−2

Vulnerable customers

Repeat contact34

Negative sentiment19

Missed SLA11

Automated review

Sampling runs on a schedule you set, across every workstream, without anyone drawing up a rota.

Custom scorecards

Write the rubric your team argues about, weight it, and apply it to machine and human work alike.

Vega and human coverage

One score for the whole desk. Compare where the model is strong and where a person still reads better.

Everyday helpdesk

Over 70 improvements to the desk you use every day

The rest of the release is the quiet work: the small frictions your team has complained about for two years, taken out one at a time.

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#platform-eng1 min

ReplyBeacon

Use ⌘K for shortcuts

SnippetsSaveAssignVega

Back-side conversations

Loop a colleague in without leaving the thread. Their replies stay attached and never reach the customer.

Delayed and undo send

A short grace window on every reply. Catch the wrong name or the missing link before anyone else does.

Edit notes

Fix an internal note whenever you like. Add the context you missed instead of deleting and rewriting it.

Explore the full list of improvements

22 updates shipped

Inbox

Composer drafts
Translation quality feedback
Side conversation notifications
Edit sent notes
Unassign unsnoozed conversations
Auto-unassign when away
SLA sorting (FRT, NRT, TTC)

9 updates shipped

Voice

Default outbound numbers for callbacks
Quick reply stored on conversations
Country-specific dial tones
Call lifecycle and assignment visibility
9 new call metrics

12 updates shipped

Data foundations

Connectors: pre-signed URLs
Connectors: pre-configured OAuth providers
Connectors: execution results API
Connectors: health metrics
Connectors: authentication improvements

27 updates shipped

And many more

Split delete permissions (replies vs notes)
Macro permissions (create, edit, delete)
Inbox permissions (trigger connectors, reassign)
Teammate profile permissions
Conversation permissions

The helpdesk built for speed, stability and performance

91%

Fewer issues reported by customers

Over 2,140 defects cleared across the desk in the last four release trains.

Reduced inbox load times

Move between conversations up to five times faster. Load times fell from just under half a second to 90 milliseconds.

Improving faster than ever

We tripled the number of product changes and now deliver them 34% faster from idea to shipped. Read how

Coming soon

Already in progress

Assist 2

A step change in what the teammate copilot can read and do, built to make an experienced agent noticeably faster.

New mobile app

A rebuilt mobile experience for the agents who need the whole desk while they are away from one.

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New channels

Beacon and Roundtable land next, so every conversation your customers start arrives in the same queue.

See the new helpdesk in action

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