Hobson
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Features · Workflow

Views, SLAs, macros and routing for a small team.

The parts of a helpdesk your team uses every day, without the setup weight. Every seat is included, so everyone who helps with support can have a login.
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What it does

  • Needs you

    One queue of conversations waiting for a person, each with the reason Hobson stopped.

  • Views

    Shared and personal views by channel, tag, category or assignee. Pin the ones you use and browse the rest.

  • SLAs

    First-response and resolution targets by channel, priority, category, team or tag, measured in business hours, with countdowns and breach alerts in Slack.

  • Macros

    Saved replies with variables and actions on send. Hobson suggests the right macro for the conversation.

  • Teams and routing

    Group people into teams and route conversations to them automatically.

  • Slack

    Approve, edit or reject drafts from Slack, and get SLA alerts there.

How it works

  1. 1

    Invite your team

    Owner, admin, agent or viewer. Seats are unlimited on every plan.

  2. 2

    Set business hours and SLAs

    Settings › Business hours and SLAs. Choose whether out-of-hours replies wait for opening time or send automatically.

  3. 3

    Bring your macros

    Write them in Hobson or import them from Gorgias.

  4. 4

    Work the queue

    Start with Needs you. Everything else is drafted and waiting, or already handled.

What stays in your control

  • Roles decide who can approve, change settings or only view.
  • Internal notes stay inside Hobson and never reach the customer.
  • Updates appear live for everyone, so two people don’t answer the same customer.

Questions

No. Every plan includes unlimited seats. Plans are priced by conversations a month.

Yes. The Gorgias import brings tickets, customers, macros and tags.

Yes. Approve, edit or reject drafts from Slack, or use Hobson in your mobile browser.

Related

Put Hobson on duty.

Connect your inbox in a few minutes. Hobson drafts, you approve, and nothing reaches a customer until you say so.

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