Features
Thorpe turns the shared Slack channels you run with customers into tracked requests, each with an owner and an SLA. Your team keeps working in Slack, and your customers keep chatting as usual.
SLA tracking
SLAs that respect business hours
Thorpe puts a first-response clock and a resolution clock on every customer request in your shared Slack channels. The clocks count your working hours, pause when the customer has the next move, and warn your team before a target slips.
Ownership
Every request has an owner
Thorpe gives each customer request in your shared Slack channels one owner, so a question never sits in a channel while everyone assumes someone else has it. Assign by hand, claim with an emoji, or let assignment rules share the work among the people who are on duty.
Collaboration
Notes, Discuss and private requests
Thorpe gives every request from a customer channel an internal thread, so your team can talk it over in Slack before anyone answers. Notes sit next to the request, in Slack and in the web app, and they never reach the customer.
Insights
CSAT, digests and Reports
Thorpe turns the requests in your shared Slack channels into numbers your team can act on. A weekly digest lands in your triage channel, each owner gets a daily list of what is due, and Reports in the web app shows volume, response times, SLA hit rate and customer ratings.
Broadcasts
Broadcasts to customer channels
Thorpe posts one announcement in many of your shared customer channels at once. Write it once, pick who should get it, send it now or schedule it, and then check a send log that shows where it landed and where it didn't.
Integrations
Linear and HubSpot
Thorpe connects the requests in your shared Slack channels to the tools around them. Escalate a request to Linear with the conversation attached, and follow the issue from Slack. Bring each account's owner, tier and renewal date in from HubSpot, so the card tells you who you are talking to. Both integrations are optional, and an admin sets each one up.
Get started
Bring your shared channels into one triage view.
Tell us about your team and we will get in touch to set Thorpe up with you.
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