Agents search instead of solving
Agents can spend minutes hunting for previous conversations and customer history spread across multiple screens.
For Customer Support SoftwareEvery extra click, delayed response, and abandoned ticket slows your support team.
Every extra click, delayed response, and abandoned ticket slows your support team.
DeepSync shows you exactly why.
Support teams spend thousands of hours inside ticketing systems every week. If agents struggle to find customer history, switch between tools, or repeat manual tasks, response times increase and satisfaction suffers.
Agent workflow analyticsTicket journey replayConsole performance monitoringEnterprise-ready in under 5 minutes
The challenge
Support teams don't need more features — they need fewer obstacles.
Every second spent searching for customer information, waiting for pages to load, or switching between tabs directly impacts response times, resolution rates, and customer satisfaction.
AI replies go unused
An AI writing assistant can launch to low adoption when suggestions lack the context agents actually need.
New agents ramp slowly
New hires hesitate while navigating ticket queues and macro libraries, quietly extending time-to-productivity.
Resolution time creeps up after releases
A layout change can add minutes to every ticket, and dashboards show the symptom without the cause.
The solution
Where DeepSync helps
DeepSync reveals how support agents actually use your platform, helping product teams eliminate friction and improve productivity at scale.
Ticket Management
Every support interaction begins with a ticket
Replay agent sessions to understand how tickets are assigned, updated, escalated, and resolved. Identify repetitive actions, unnecessary navigation, and workflow bottlenecks that reduce productivity.
- See how agents move between ticket details and customer history
- Identify repetitive actions that slow down resolution
- Improve every step of the ticket lifecycle
AI Copilots & Agent Assist
AI is transforming customer support — but only if agents actually use it
Understand how agents interact with AI-generated replies, summaries, suggested knowledge articles, and automated actions. Discover where AI creates value — and where agents choose to ignore it.
- See how often agents accept, edit, or discard AI suggestions
- Understand what context AI replies are missing
- Measure AI adoption before and after each model or prompt change
Knowledge Base & Internal Search
Support agents shouldn't spend valuable time hunting for answers
DeepSync reveals how agents search internal documentation, where searches fail, and which articles never provide the information they need. Reduce search time and improve first-contact resolution.
- See which knowledge base articles get opened but don't help
- Find searches that return nothing useful
- Improve first-contact resolution with better documentation
On the ground
What this looks like in a real week.
Customer Support Software scenarios DeepSync teams run into — and how each one gets fixed.
01
The ticket queue nobody clears
A customer support platform notices that enterprise customers receive hundreds of tickets every hour, but average resolution time continues to increase. Session replay reveals agents repeatedly switching between ticket details, customer history, and previous conversations spread across multiple screens.
The product team redesigns the ticket layout into a unified workspace; average handling time drops 19%.
02
AI replies go unused
A helpdesk platform launches an AI writing assistant. Usage remains surprisingly low. Replay sessions show agents generating AI responses but rewriting nearly every suggestion because the assistant lacks customer context.
The AI is updated to include ticket history and previous conversations; agent adoption doubles within weeks.
03
The knowledge base nobody trusts
Support teams frequently search documentation before replying to customers. Heatmaps reveal agents repeatedly opening multiple articles before finding the right answer, and journey analysis identifies outdated documentation receiving the highest traffic.
The documentation team reorganizes content and improves search relevance; first-contact resolution improves significantly.
04
Escalations take too long
An enterprise customer reports delayed escalations. Session replay reveals agents manually copying ticket information into engineering systems because the integration is buried behind several menus.
The product team introduces one-click escalations; internal transfer time falls dramatically.
05
New agents struggle during onboarding
A BPO provider hires hundreds of support agents every quarter. DeepSync shows that new agents repeatedly hesitate while navigating ticket queues, customer profiles, and macro libraries.
The company redesigns onboarding with contextual guidance and interactive walkthroughs; time-to-productivity decreases nearly 30%.
06
Mobile support breaks down
Field support engineers rely on mobile devices. Replay sessions reveal ticket updates frequently fail because save actions aren't obvious on smaller screens.
A redesigned mobile workflow reduces abandoned updates and improves field productivity.
07
AI finds a hidden workflow problem
Following a product update, average ticket resolution time suddenly increases with nothing unusual in dashboards. DeepSync AI identifies that agents spend significantly longer searching customer histories because a recent redesign moved conversation history behind a hidden tab.
The original layout is restored with improved navigation; productivity returns immediately.
08
Enterprise customers ignore automation
A support platform launches workflow automation for ticket routing. Months later, adoption remains low. Journey analysis reveals administrators never discover automation settings during workspace setup.
Automation is introduced during onboarding with sample templates; enterprise adoption increases substantially.
Built for this
Every feature, tied to a real workflow.
Session Recordings
Replay complete agent workflows to understand how tickets are handled, escalated, and resolved — and identify every unnecessary click.
See the featureHeatmaps
See which tools, filters, dashboards, and workflows agents use most — and which features remain hidden.
See the featureAI Insights
Automatically identify recurring workflow inefficiencies and adoption challenges across thousands of support sessions.
See the featureUser Journeys
Visualize complete agent workflows from login to ticket resolution and follow-up, and discover exactly where productivity slows.
See the featureConversion Funnels
Measure operational milestones from first ticket opened to resolution and CSAT, and optimize every step of the support experience.
See the featureRage Click Detection
Detect broken workflows, slow-loading pages, and confusing navigation before they frustrate your support teams.
See the featureWhat leadership tracks
KPIs this team already reports on.
Average handle time
Average time agents spend resolving a single ticket.
First contact resolution
Share of tickets resolved without needing a follow-up interaction.
AI copilot adoption
Share of eligible tickets where agents actually use an AI-generated suggestion.
Knowledge base usage
How often agents search documentation, and how often that search leads to a resolution.
Ticket escalation rate
Share of tickets that require escalation to another team or tier.
Agent time-to-productivity
How long it takes a newly hired agent to reach typical resolution speed.
Who uses it
One tool, every team, different questions.
Product
Understand how agents navigate your platform and remove friction from daily support workflows.
Engineering
Replay real support sessions to reproduce workflow issues without relying on vague bug reports.
AI Teams
Measure how agents interact with AI-generated replies, summaries, and automation features to continuously improve model performance.
Customer Success
Identify adoption challenges across enterprise customers and proactively improve onboarding.
Design
Optimize dashboards, ticket layouts, navigation, and search experiences using behavioral evidence.
Operations
Monitor workflow efficiency and identify bottlenecks before they affect customer service metrics.
Leadership
Receive AI-generated summaries highlighting adoption trends, productivity improvements, and operational challenges.
Fits your stack
Works with the tools you already run.
Salesforce Service CloudSlackMicrosoft TeamsSegmentMixpanelAmplitudeDatadog
?
FAQFrequently asked questions.
Technology & Software
Related industries
CRM & Sales Software
See which reps actually adopt the pipeline you built for them.
View industryAI Products & Copilots
Find where users abandon a prompt, a generation, or a paywall.
View industryEnterprise Software & ERP
Understand adoption inside the ops tools employees are required to use.
View industry
