Health score, renewal date, open promises, past conversations — Pallas puts the whole relationship next to the request, so agents answer the customer, not just the ticket.
Health, ARR, renewal and history pinned to every ticket.
Queues by priority, product area or account tier — saved and shared.
Round-robin, skills or ownership — tickets land with the right person.
Response and resolution clocks run on every ticket, weighted by plan and severity. When one drifts toward the line, Pallas warns the owner, then escalates on your rules — before the apology email.
Business hours, pause states and per-tier targets built in.
Warn at 75%, reassign at 90%, page a lead at breach — your call.
Copilot reads the ticket, the account and every past resolution, then drafts the answer with sources shown. Solve something new and it becomes knowledge the next agent — or the customer portal — can use.
Hi Tomasz — this matches a header change in the 4.2 export API. The fix ships Thursday's release; until then the v1 endpoint works as a workaround. I've linked the steps below.
Bring your support queue onto the account. Request access and let Pallas watch the clocks.
