Insightly Service is a customer service and ticketing application that extends the Insightly CRM and Insightly Marketing platform. It helps close tickets faster and retain customers by centralizing all interactions, enabling agents to access comprehensive customer profiles, and providing automation to reduce response times. Public portals, knowledge articles, and customer support insights guide conversations and improve service outcomes across channels, ensuring consistent, data-informed support.

From inquiry to resolution, Insightly Service streamlines the entire ticket lifecycle. Agents can create tickets on behalf of customers, track tickets in queues to know who is supporting whom, and link tasks and opportunities to tickets to accelerate workflows. Service Level Agreements help meet customer expectations, while analytics reveal trends and preferences to tailor support and strengthen long-term relationships. The solution is designed for teams seeking a unified, scalable approach to customer service built on familiar CRM data and processes.

Features & Benefits

• Ticket Management & Customer Interactions: Capture every detail of a customer interaction, empower agents to create tickets on behalf of customers, and track tickets in queues to know which agent is assisting each customer.
• Public Portals & Knowledge Articles: Public self-service portals and a knowledge base enable customers to find answers and submit inquiries.
• Automation, SLAs & Insights: Automation features help reduce response times, while SLAs ensure commitments are met and analytics reveal customer preferences.
• Integrated CRM Context: Access comprehensive customer profiles and link tasks and opportunities to tickets to accelerate service workflows.