What's new in Assistive.

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July 2026

New

Customer satisfaction surveys

Find out how the fix felt on the other end: a one-question survey, raised the moment a ticket is resolved.

One question, Bad, Ok, or Good, plus an optional comment, created automatically when a ticket is marked resolved
Send it by email or SMS in one click, or copy the link into the conversation; the link is single-use and stays valid for two weeks
Asked once per ticket, ever: a reopened and re-resolved ticket reuses the same survey instead of asking again
Customers answer without signing in; they see their first name, your business name, and the ticket reference, nothing else
Ratings are credited to the agent who resolved the ticket, with the team average and a per-agent breakdown on the reports page and in the CSV export

July 2026

Launch

Everything the platform ships with on day one, from the inbox to the audit trail.

Shared inbox for widget chat, agent-entered, and API conversations, with internal notes and per-member unread tracking
Trackable tickets with readable references, a five-stage lifecycle, priorities, and a full timeline of every change
One-click idempotent escalation from any conversation to a ticket
SLA policies with per-priority first-response and resolution targets, automatic first-response detection, and retroactive recomputation

No-code routing rules matching on channel, category, priority, tags, or subject, with dry-run previews
Least-busy auto-assignment within the target team

Embeddable widget with your branding, origin allow-list, and double rate limiting
Visitor identity: returning visitors recognized, logged-in customers verified with signed tokens, and history merged on login
Talk to a person handoff from chat to ticket

Read-only lookups against your own backend from inside a ticket
HMAC-signed requests, SSRF-hardened fetching, mapped-fields-only storage, and 60-second caching

Articles with categories, draft-to-published flow, and internal or public visibility
Public help-center API with publishable keys
Staff-only quick notes

Owner, admin, and agent roles with email invitations and instant session revocation
Kanban task board tied to tickets, with live updates
Manager reports: KPIs, SLA attainment, leaderboards, backlog snapshots, and CSV export

See why support teams choose Assistive to turn every customer conversation into a fast, trackable answer.