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Support
Help Desk
Spot repeat questions and draft answers with links to the original tickets.
Help Desk connects Runlance to your ticket inbox. Agents group similar tickets, spot repeat questions and draft answers that cite the help articles and earlier replies they relied on.
What the agent reads: tickets with the tags you choose, plus closed tickets and help articles you allow.
What it drafts: suggested replies, daily summaries of repeat questions and notes on outdated articles.
What always needs approval: every reply. Nothing is sent to a customer without a person on your team approving it.
Drafts appear next to the original ticket, with sources listed underneath. A support agent can approve, edit or request changes, and the activity log keeps a record of who approved what.
Over time, grouped tickets show which questions come up most often. That makes it easier to see which help articles need rewriting, so fewer customers need to ask in the first place.
Setup steps
Connect a ticket inbox
Set tags agents should watch
Review suggested replies before sending
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