Messages in six places
Email, two WhatsApp numbers, Instagram and a phone. Nobody can say how many customers are waiting.
Every customer message, answered on time
Albero Support brings email, WhatsApp, chat and social into one inbox, with an owner and a deadline on every ticket.
- modules
- 19
- channels
- 4
- roles
- 5
The shared inbox on the desk, and an agent’s queue on the phone. Sample data.
What support looks like without a helpdesk
No clock on anything
A refund request sits for four days because it was nobody’s job, and the customer finds out first.
The same answer, typed again
Agents rewrite the same reply all day, and customers cannot find it themselves.
19 modules, one queue
Grouped by the job they do. Every channel creates the same kind of ticket, so routing, SLAs and reports work the same way for all of them.
Channels
Every way a customer writes in, arriving as one kind of ticket.
4 modulesYour support address forwards in; replies go out from it.
WhatsApp Business
Messages become tickets; agents reply from the inbox.
Live chat
A chat widget for your site, handed to a ticket when it needs follow-up.
Facebook & Instagram
Page messages and DMs in the same queue.
Work tickets
Each conversation owned by someone, from the first message to the fix.
7 modulesShared inbox
One threaded queue for the team, with views per channel, team or priority.
Ticketing
Status, priority, owner and due time on every conversation.
Tags & custom fields
Order number, product or plan, captured on the ticket.
Merge & split
Two tickets about one problem become one; one ticket about two becomes two.
Assignment rules
Round-robin, by skill or by channel, with load limits per agent.
Internal notes
Notes and @mentions on the ticket, never sent to the customer.
Canned replies
Saved answers with the customer’s name and details filled in.
Keep promises
Response times you set, measured, and escalated before they are missed.
3 modulesSLA tracking
First-response and resolution targets per priority or customer tier.
Escalations
A ticket near its SLA moves up a level and its lead is notified.
Automation rules
Tag, route, prioritise or close on conditions you set.
Self-service & insight
Fewer repeat questions, and a clear view of what customers ask about.
5 modulesKnowledge base
A branded help centre on your domain, with articles your agents link to.
Customer portal
Customers see their tickets, reply and read help articles.
CSAT surveys
A one-question survey after resolution, recorded against the ticket and the agent.
Reports
Volume by channel, SLA met rate, resolution time and CSAT by agent.
Audit log
Who changed a ticket, a rule or a setting, and when.
Included on every plan
- Shared inbox and ticketing
- SLA tracking
- Knowledge base
- Role-based access
- Daily backups
- A free onboarding call
The screens an agent and a support lead use
The whole conversation, and the customer behind it
- Every message on the ticket, whatever channel it came in on.
- Internal notes in a different colour, never sent to the customer.
- The customer’s past tickets and orders in the side panel.
Screens show illustrative sample data.
iOS and Android apps in development
The queue in an agent’s pocket
We are building native apps so urgent tickets do not wait for a laptop.
- Your open tickets sorted by the SLA that runs out first.
- Reply, add a note, change priority or reassign from the phone.
- Push notifications for new assignments and tickets close to breach.
- Canned replies and help-centre links available in the composer.
Until the apps are released, Albero Support works in the browser on any phone. Release dates will be posted on this page and announced to customers by email.
Five roles, including the customer
Agents work their queue, leads run the team, and customers see only their own tickets.
Admin
Channels, SLA policies, automation, users and integrations.
Team lead
Runs a team’s queue, reassigns tickets and reads its reports.
Agent
Works assigned and team tickets, writes notes and help articles.
Light agent
Someone outside support who can add internal notes, but not reply.
Customer
Sees and replies to their own tickets in the portal.
| Capability | Admin | Lead | Agent | Light | Customer |
|---|---|---|---|---|---|
| Channels & settings | |||||
| SLA policies & automation | View | ||||
| Reply to customers | Own tickets | ||||
| Internal notes | |||||
| Reassign tickets | Team | ||||
| Help centre articles | Draft | Read | |||
| Reports | Team | Own |
Scroll the table sideways on a narrow screen.
Security for a system full of customer conversations
What every plan includes today. What is not built yet is listed underneath rather than left out.
Role-based access
Agents see their teams’ queues; customers see only their own tickets.
Encryption
Traffic is encrypted in transit with TLS, and data is encrypted at rest.
Daily backups
Your workspace is backed up every day, and a backup can be restored on request.
Audit log
Ticket, rule and settings changes are recorded with who made them and when.
Workspace isolation
Each company’s tickets are kept apart from every other customer’s.
Your data, exportable
Tickets, conversations and help articles export at any time.
Not available today
We hold no security certification, and we will not imply one. If one of these is a requirement, ask us for its status before you sign.
- SSO / SAML sign-in (planned for Enterprise)
- IP allow-listing
- Data residency outside India
- SOC 2 or ISO 27001 certification
- Voice calling inside the helpdesk
Assistance that drafts, an agent who decides
Suggestions come from your own help articles and past replies. Nothing is sent to a customer without an agent.
Reply drafts
A first draft from the help centre and similar solved tickets, edited by the agent before sending.
Tagging & routing suggestions
A suggested topic, priority and team on each new ticket, which the agent or a rule can accept.
Ticket summaries
A few lines summarising a long thread for whoever picks it up next.
Article suggestions
Topics that keep coming in with no help article, listed for the knowledge-base owner.
Assistive features are on the Pro plan and above. Customer conversations are not used to train models for anyone else.
11 integrations, built around the customer
Channels, store and payment context, and team chat, connected to the same ticket. This is the full list.
Gmail
Connect your support mailbox and reply from it.
WhatsApp Business
Two-way WhatsApp conversations as tickets.
Meta Lead Ads
Facebook Page messages routed into the inbox.
Instagram DMs as tickets.
Shopify
The customer’s orders beside their ticket.
Slack
Urgent tickets and SLA warnings posted to a channel.
Microsoft Teams
The same alerts for teams that work in Teams.
Google Workspace
Sign in with Google and add agents from your directory.
Razorpay
Payment status beside billing tickets.
Zoom
Start a call from a ticket and log it there.
Webhooks
Any ticket event sent to an endpoint you own.
How different support teams set it up
The queue is the same everywhere. The channels, fields and SLAs are not.
E-commerce & D2C
WhatsApp and Instagram first, Shopify orders on the ticket, return reasons as tags.
SaaS
Email and chat, plan as a field, SLAs by plan tier.
Education
Student and parent queries by batch, fee questions routed to accounts.
Healthcare
Appointment and billing queues, with patient details visible only to the team that needs them.
Financial services
Complaint categories, escalation levels and an audit log for review.
Logistics
Tracking number as a field and delivery issues routed by region.
Travel & hospitality
Booking reference on the ticket and out-of-hours SLAs.
IT & internal helpdesks
Employees as customers, categories by system, and a help centre behind sign-in.
Live in three steps
Connect one channel first, and add the rest once the team is comfortable.
- 01
Connect your channels
Forward your support email, connect WhatsApp Business and add the chat widget.
- 02
Set rules and SLAs
Teams, assignment rules, priorities and response targets.
- 03
Invite agents and publish
Add agents with their roles, publish the first help articles and go live.
Every plan includes a free onboarding call. Open tickets from another helpdesk can be imported from CSV.
Per-agent pricing, with customers free
Customers, portal users and light agents are never billed as agents.
Support
For growing support teams.
₹559/ agent / month
Billed annually
Choose SupportIncludes
- Shared inbox & ticketing
- Multi-channel support
- SLA tracking
- Knowledge base
- Canned replies
- Email support
Pro
Automation for advanced teams.
₹959/ agent / month
Billed annually
Choose ProEverything in Support, plus
- Automation rules
- Custom reporting
- CSAT surveys
- Integrations
- Assistive drafts & routing
- Priority support
Enterprise
Full-scale support operations.
Custom
Quoted for your setup
Talk to salesEverything in Pro, plus
- Custom workflows
- Dedicated infrastructure
- Extended support hours
- SLA guarantee
Minimum 3 agents. Prices are in INR and exclude 18% GST. WhatsApp conversation charges are billed by Meta or your provider.
Every plan includes role-based access, encryption, daily backups and data export.
Questions people ask before they sign
Including the ones where the honest answer is “not yet”.
ChannelsWhich channels are supported?
Email, WhatsApp Business, live chat on your site, and Facebook and Instagram messages, all in one inbox.
WhatsAppDo we need the WhatsApp Business API?
Yes. We help you connect it during onboarding. Conversation charges from Meta are billed by Meta or your provider, not by us.
AssistiveWill it reply to customers on its own?
No. Drafts and suggestions go to an agent, who edits and sends them.
PortalCan customers track their tickets?
Yes. The customer portal shows their tickets and lets them reply, alongside your help articles.
MobileIs there a mobile app?
Native iOS and Android apps are in development. Until they are released, Albero Support works in the browser on any phone.
ExitWhat happens if we leave?
Your workspace stays open until the end of the paid period. Export tickets and help articles before it closes.
Book a demo
See it with your own channels connected and a week of sample tickets.