What is Insightly Service?

Insightly Service is a customer support application: agents resolve requests through tickets, technical writers build a self-service help center, and customers reach both through a portal you control.

On this page:

• How Insightly Service works
• The main pieces
• Watch: introducing Insightly Service

How Insightly Service works

Service gives agents the tools to handle direct requests through tickets, while technical writers build out Knowledge Articles as a self-service resource. Both surfaces reach customers through a Public Portal Website that you brand and configure.

Service is built natively on Insightly’s Unified Data Platform, so it draws on the same customer data as the rest of the platform rather than maintaining a separate store.

The main pieces

• Public Portal Website – the multilingual customer-facing site generated when an admin creates a Brand.
• Tickets – the record capturing a customer request and every reply after it.
• SLAs – response and resolution targets for your support team.
• Macros – saved responses agents apply to common questions.
• Email Settings – the support mailboxes customers write to.
• Automations – criteria-driven actions on tickets and comments.
• Knowledge Articles – reusable answers, shareable in tickets or published to the portal.
• Queues – how tickets get distributed across a team.
• Community – customer-to-customer forums on your portal.

Watch: introducing Insightly Service

🎬 Video: Webinar Recording: Introducing Insightly Service
The original product launch webinar, covering what Service does and how it connects to the rest of the Insightly platform.