Customer support glossary

Learn what a shared inbox is, how it differs from a shared mailbox or ticketing system, and how small teams use shared inboxes to manage customer email.

Learn how AI email support works, from knowledge-base retrieval to human-approved draft replies, and when it makes sense for small support teams.

Learn what an email ticketing system does, how it differs from a shared inbox, and which option fits a small customer support team.

Learn how customer support automation works, which tasks small teams can automate, and how AI drafts can speed up email support with human approval.

Learn what a support knowledge base is, how AI tools use retrieval to draft customer replies, and why approved answers matter for accurate email support.