# Ray for support teams

> Every escalation crosses a gap: the helpdesk on one side, the tracker on the other, and a Slack thread in between doing the actual handover. Written for support teams, with the tools they use and the questions they ask first.

Source: https://heyray.io/for-support-teams

## The week this fixes

- Three tickets describe the same bug and nobody notices until the fourth.
- An escalation gets a thumbs up in the channel and never becomes an engineering issue.
- A customer asks for an update and finding one means asking the engineer who is heads down.
- The fix ships on Tuesday and the person who reported it hears about it on Friday, if at all.

## What that looks like in a channel

**"Two more customers hit the export bug this morning, this needs engineering."**

Ray files the issue in your tracker with the ticket references and what the thread already established, and shows you the card before it writes.

Tools: Linear, Jira, Zendesk

**"What is happening with the export bug?"**

Ray checks the live state in the tracker and answers in the thread, so nobody has to interrupt the person fixing it.

Tools: Linear, Jira, Asana

**"Did that ship? The customer is asking."**

Ray tells you what changed and when, and it has been watching the item since it filed it rather than looking it up cold.

Tools: Linear, Jira, GitHub

**"Post a digest of what escalated this week."**

Ray posts it on the schedule you ask for, with what escalated, what moved and what is still open.

Tools: Zendesk, Intercom, Linear

**"Write up the postmortem from this thread."**

Ray drafts it into the doc with the timeline the channel already contains, and nothing is written until someone approves it.

Tools: Notion, Confluence

## The tools this touches

Zendesk, Intercom, Gorgias, Zoho Desk, Linear, Jira, GitHub, Asana, Notion, Confluence, HubSpot, Gmail

Every one has its own page saying what Ray reads there and what waits for an approval. The full set is at https://heyray.io/integrations.md

## What it costs

Free covers 25 tasks a month plus a one-time 50-task starter grant that never expires. Pro is one flat price for your team's size: $49 a month for 1 to 3 people, $99 a month for 4 to 10 people, $199 a month for 11 to 25 people. No seats, and using Ray more never costs more. Failed work is never counted and never billed.

## What support teams ask first

**Does Ray reply to our customers?**

No, and that is the first thing to be clear about. Ray works in your internal channels, not in your helpdesk queue, and it never talks to a customer. If you want a deflection bot answering tickets, that is a different product and Ray is not it.

**Can it close tickets for us?**

It can act in the helpdesks it connects to within what each integration's own page says, and every one of those actions stops at an approval card first. What it is genuinely for is the handover into engineering, not working your queue.

**How does it know two tickets are the same bug?**

From the conversation, the same way a person does. It reads the channel it is invited to and it remembers what your team has already decided, so the second report can be recognised rather than re-litigated.

**Do the engineers need to be in the channel?**

No. Ray is one flat price for the team by size rather than per seat, so the people who only read the channel cost nothing extra, and the ones who never open it still get the issues filed properly.

**What if it files something wrong?**

You see the card before it writes, so the usual answer is that it does not. When something is wrong after the fact, correct it in one message and the correction sticks.