Chaser for customer support
Track the internal work behind customer support.
When a customer question needs help from engineering, billing, or product, give that request an owner in Slack. Chaser tracks the task and follows up, so your support team can see what is still waiting.
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Give each internal request a person to follow through.
Your support conversation may be in a help desk, while the answer depends on a colleague in another team. Create a Chaser task from the Slack request, assign the person responsible, and include a due date. Link the existing ticket or relevant information so the assignee can investigate without asking you to reconstruct the issue.
- Billing questions. Assign someone to check an invoice, confirm a payment detail, or investigate a duplicate charge. Keep the question and the answer together in the task thread.
- Engineering and product input. Ask an owner to reproduce a reported problem, clarify expected behavior, or check a workaround. The task tracks that specific follow-up alongside your team’s existing issue tracker.
- Closing the loop with the customer. Give the support agent a separate task to send the answer or confirm the outcome. That keeps the customer response visible after a colleague finishes the internal investigation.
Follow up on the investigation in Slack.
A billing check can remain open while the specialist gathers information. Chaser reminds the assignee when the task is due and continues following up if it becomes overdue. They can update the task in Slack and use its thread to explain what they found.
The support agent can return to that conversation for the answer, then respond through the usual customer channel. Chaser tracks the internal commitment without asking everyone involved to work inside your help desk.
See automatic task follow-upsReview the requests that still need an answer.
See Chaser tasks across your support, billing, and product channels with owners and due dates. Filter for due or overdue tasks to decide which requests need a conversation before the next customer update.
Schedule a status report for a support coordination channel to bring its open tasks into view. It gives a handoff or team check-in a useful starting point: who is investigating, what is complete, and which follow-up still needs attention.
Read the Slack issue-tracking guideQuestions before you try it?
Read more answers in the FAQHow does Chaser fit with our help desk?
Use your help desk for customer conversations and ticket records. Chaser can track the internal requests your team coordinates in Slack. Include the ticket link in the task when the assignee needs that context.
Does completing the Chaser task close the customer ticket?
Completing a task updates its status in Chaser. Your team still handles the customer response and ticket status in its help desk, according to your existing support process.
Can we reuse a checklist for common follow-ups?
Yes. Create a checklist for steps such as checking the account, reviewing the finding, and sending the customer an update. Give each step its own owner and date, then adapt it to the case.
Try it with one internal support request.
Choose a question that needs another team’s help, assign an owner in Slack, and track it through to an answer.
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