Never miss a follow-up again! When a customer jumps back into an existing thread, we automatically reopen the ticket to bring it back into focus no more digging through the customer channels.

• Customer replies now bump tickets straight to “Open.”
  
  

• Agents receive an in-app alert so you can respond without switching tabs.

Say goodbye to lost context and hello to seamless collaboration! Context often gets lost when tickets hop between agents or teams. Now, you can pin key details exactly where they matter, right on the ticket or at the account level! so everyone’s always in the loop.✨

• Ticket Level Notes: Your support agents can now add specific notes to any ticket. This means anyone who jumps in to help will have all the context they need right at their fingertips, leading to faster and more accurate resolutions.

  
  

• Account Level Notes: Get a bird's-eye view of every customer relationship! Add notes at the account level to maintain a holistic understanding of your customers' needs and history.

Support happens everywhere – Email, Slack, Discord. And it shouldn’t feel like juggling flaming torches. We unified email so you can stop switching tabs and start solving problems. 🚀

• All email-based support requests can now be tracked, replied to, and resolved right inside Orca.
  
  

• Set up email forwarding + DNS records, and incoming emails auto-convert into tickets alongside your Slack & Discord convos.

Your customer requests just got a face lift! 💅🏻

• Every new ticket shows up pre-tagged with Priority (Low/Medium/High) and Request Type (Issue/Request/Other).
  
  

• Use these tags to jump-start your workflows—think instant triage and smart escalations.

Polishing your help docs shouldn’t feel like pulling teeth 😥. That’s why we added a slick overlay 😎 that suggests snappier phrasing, concise rewrites, and style boosts right where you write. Get pro-level polish in seconds—no more staring at your own words in despair.

Sharing context with your internal teams just got a turbo boost. Now, anyone triaging tickets can click straight through to the original conversation. No more scavenger hunts across channels!🚀

• One-click access to the full Slack or email thread from within your triage messages.
  
  

• Jump into the exact source link and see the complete history in an instant.

Your workflows just got supercharged! Add fine-grained conditions to control exactly when automations fire. 🛠️

• New condition types: Ticket creation time, Priority (High/Medium/Low), Ticket type (Issue/Request/Other) and Channel name.
  
  
  

• Combine triggers + conditions to build smarter triage, assignments, and SLA alerts.

Duplicate tickets were cluttering your queue and causing confusion. Your view is now cleaner and more reliable. Eliminated duplicate-ticket edge cases for a cleaner inbox. One conversation = one ticket, every time.

• We also fixed message grouping issues so customer replies always land in the right thread.

  
  

• Built a check that verifies thread and channel IDs so responses to any open thread surface correctly. Ensures every reply shows up in the right place, keeping your account view bullet-proof.

  
  

• Not every ticket needs an owner. “Unassigned” appears in the Assignee dropdown. Keeps routing flexible when no single agent fits.

Get a bird’s-eye view of how your customers interact with you! 📊

• See a 7-day rolling average of support requests per account. Spot patterns at a glance.
  
  
  

• Track total request counts alongside the chart to measure peaks, lulls, and everything in between.

Skip the typing! Drop a Loom link and watch Orca auto-draft your documentation for you. 🎬

• Paste a Loom URL into the docs editor.
  
  

• Instant draft creation from your narrated walkthrough.
  
  

• Review, tweak, and publish in seconds.

As your support team grows, so does the complexity. That’s why we are absolutely thrilled to launch Workflows! Stop drowning in manual tasks and start building a scalable support machine!

Orca's Workflows are here to put your support on autopilot. Select your Trigger, Choose your Action & Go! We currently support the following use cases:

• Build rules: trigger on ticket events, set actions like assignment or channel routing.
  
  
  

• Automate SLA reminders and escalations.
  
  
  

• Scale support without scaling complexity.

Give your support agents superpowers! We're ecstatic to announce the launch of our AI Insights feature.✨

Imagine having a genius assistant that has read every previous ticket and customer conversation. That’s what AI Insights does. It provides your agents with instant context and valuable insights at both the ticket and account level. No more digging through history! Just the answers they need, right when they need them.

Say hello to Orca’s brand-new lexical editor for Documentation. Craft, style, and publish your help content without leaving the platform! ✍️

• Rich-text controls: headings, lists, embeds, and more.
  
  
  

Tired of losing track of customer requests in busy Slack channels? 😩

Problem solved!

• Any conversation from customer slack channel with @Orca bot will be auto converted into a ticket on the Orca platform.

  
  

• You can see the entire conversation thread, respond and react to all the messages on slack.

Cut down on the back-and-forth and speed up your resolutions! We’ve added a Label icon (🏷️) to triage channels that lets you respond to customers directly.

Now, your agents can collaborate with the internal team and reply to the customer all from the same place. This keeps everyone in the loop and ensures the customer gets the right answer, faster.

Some issues require a team effort. We're excited to launch Triage Channels to bridge the knowledge gap and make internal collaboration a breeze. Spin up dedicated channels where Orca drops tickets and everyone can huddle on a solution. 🗂️

• Step 1: Add the @Orca bot to any internal slack channel.
  
  
  

• Step 2: Head to workflows and set up a new one. Select the Ticket Creation trigger and choose the channel for triage in Actions.

  
  

And Voila! As soon as any new ticket is created, Orca posts the tickets to the channel with all the required meta data.

• Documentation and broadcasts now handle multi-line text without glitches. Your content stays exactly as you typed it. ✍️Preserves line breaks in account notes and broadcasts.

  
  

• Documentations got a tidy makeover. Step numbering is now optional, headings render perfectly, and malformed videos no longer crash the page. 🛠️ 

  • Removed hard numbering from ordered lists.

  • Enforced proper H1/H2/body tag formats.

  • Handled edge cases for bad video embeds.

Get Their Attention! You can now use @here and @channel mentions in the Accounts view and Broadcasts. Perfect for when you need to make sure everyone sees your message.

One request, one ticket! No matter how many times it lands in chat 🧩

• Smart grouping logic merges related Slack messages into a single ticket.

  
  

• Keeps your inbox clutter-free so agents stay laser-focused.

Announcements should be effortless! Broadcasts let you send downtime notices, holiday updates, or special offers to all (or selected) accounts in a flash. 📣

• Target specific accounts or segments with custom messages.

  
  

• Schedule sends or blast in real time.

  
  

Orca's Broadcasts feature helps you send important messages to all your customers at once. You can even select specific accounts for more targeted communication. Proactive support has never been this easy.

Know exactly what’s happening! Orca now logs joins, leaves, and assignee changes as status messages so you can follow every ticket’s journey. 📝

Now you'll see little updates like "@Austin has been removed from the channel" or "This ticket assignee has changed to @Julia."

Reactions can say it all! We now fully support reactions on messages in Slack. This means your support agents can see how customers are reacting to requests and can react back to acknowledge messages and convey sentiment in a flash.

Never miss a beat! We’ve enabled browser push notifications to keep you in the loop. Get instantly notified whenever there is a new ticket, an assignee update, or a new response from a customer.