Shared inbox · Help center · Live chat

Every feature, one screen at a time

For Support Desks That Want the Whole Map

Seven capabilities, each shown on a real Theseus screen with the Fernwick Goods desk as the example. Read the part you care about, or follow the thread from top to bottom.

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Start with the shared inbox

Shared inbox

Three Channels Walk In. One Queue Shows Up.

Your support address, the chat widget and Instagram DMs all drop into the same list, each row tagged with its channel, its owner and the time since the customer last wrote. Bulk-select, assign and close with the keyboard.

In your workflowMonday standup opens on Unassigned. By ten, it’s empty.

Skill-based routing

Each Ticket Finds Its Desk Before Anyone Looks

Write a rule once: topic, language, customer tag, channel. Theseus matches it on arrival and assigns the teammate whose skills fit. A built-in tester replays your last 20 tickets so you see the effect before you save.

In your workflowSpanish shipping questions reach Elena R. while the general pile stays for everyone else.

Macros and shortcuts

Type a Slash, Send the Answer You Already Wrote

Save your best replies as macros with variables for name, order number and agent. Hit ⌘K from any ticket to search macros, jump to a customer or run an action, all without leaving the keyboard.

In your workflowA delayed-parcel reply goes out in two keystrokes, signed by whoever sends it.

Knowledge base

The Help Center Whispers While Your Agent Types

Articles you publish power your public help center and the chat widget, so customers can answer themselves first. Inside a ticket, matching articles surface beside the draft, ready to drop in as a link.

In your workflowAnswer the same question twice? Write it up once as an article, then paste it forever.

SLA timers

A Clock on Every Ticket, and a Nudge Before It Runs Out

Set first-response and resolution targets by priority. Owners get a ping at the warning mark, a lead gets one next, and you set the thresholds. Business hours and holidays pause the clock, so a quiet weekend stays quiet.

In your workflowPriya N. sees breaching tickets first thing, not in next week’s report.

Customer timeline

Nobody Has to Say “As I Mentioned Last Week”

Every chat, email, note and order for one customer sits in a single scroll. Connect your store and recent orders appear in the thread, with totals and delivery times, right where the agent is typing.

In your workflowPick up a colleague’s ticket mid-conversation and know the whole history in ten seconds.

Reports

See Where the Queue Bends Before It Breaks

Volume by day, first-response time, and how many tickets met their SLA, split by channel and agent. Spot the Tuesday spike, then change the staffing instead of apologising for it.

In your workflowPull last week’s numbers into the Friday review without exporting a spreadsheet.

Security and reliability

Locked Doors, Lit Corridors

Customer conversations are sensitive. Theseus gives you the controls to decide who sees what, and the records to show who did what.

  • Roles that match your desk

    Agents, leads and admins see different things. On Minotaur, build custom roles down to individual inboxes.

  • SSO and audit logs

    Sign in through your identity provider, and review a log of reassignments, deletions and permission changes. Available on Minotaur.

  • Sync status you can see

    Every channel shows when it last synced, so a stalled connection is visible in the app rather than discovered through a customer.

Integrations

Context Flows In From the Tools Customers Already Touch

Connect once, and the data shows up where your agents are working.

ShopifyOrders and totals in the timeline
DropboxAttach files to replies
ZendeskImport your old tickets
GitLabLink tickets to issues
CalendlyBook a call from a thread
XeroInvoice context at hand

Your move

Take the Thread. Walk Out of the Maze

Every feature above is on a plan you can pick today, from Thread at $0 to Minotaur at $789 a month.

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