Use the app, website or admin
Clients and team members can ask for help from the tools they already use.
SUPPORT FOR CLIENTS, COACHES AND STAFF — ALL IN ONE PLACE
Make support
simple for everyone.
Let clients, coaches and staff ask for help from the app, website or admin. Keep every message, file and follow-up together, while the right person handles each request.
01 / GET SUPPORT
Ask for help when and where it's needed.
Clients can open a ticket in the app or on the website. Coaches and staff can send one from any admin screen, and everyone can follow every reply in one place.
Choose what you need help with
Clear request types make it easy to send each question to the right place.
Include the current admin screen
Coaches and staff can show exactly what they are working on when they ask for help.
Add useful files
Attach screenshots, photos, PDFs, documents or spreadsheets to explain the request clearly.
Keep everything inside one ticket thread
Add notes, reply and receive responses all in one place.
See your complete support history
Open previous tickets, check their status and review every response.
Know when there is an update
Notifications take clients and team members straight back to the correct ticket.
02 / SUPPORT INBOX
See every request in one clear inbox
Your support team can quickly find the requests that need attention, open the full conversation and keep the next step clear.
See the highest priorities first
Prioritize tickets so that the important ones show automatically at the top.
Search and filter
Filter by status, area, request type, priority or who is responsible.
See who is connected
Know who opened each ticket and who is responsible for processing and answering it.
See the complete conversation
Read every message, attachment, note, update, escalation and the full ticket history in one timeline.
Update the status and follow-up date
A couple clicks in the admin to keep the next step clear and make sure nothing is forgotten.
03 / TEAM WORKFLOW
Send each ticket to the right person
Set up areas, request types, priorities and responsibilities to match the way your team handles support.
Create your own support areas
Organize requests around the main parts of your business that need support — for example, "Clients" and "Staff"
Build flexible request types
Create request types any type of support — for example, "Billing question", "Coaching question", or "Technical issue"
Set a default priority
Give each request type the right starting priority.
Choose responsible admins
Send new requests directly to the correct people to handle them.
Assign individual tickets
Assign a specific staff member and follow-up date whenever a request needs personal attention.
Reply or make private notes
Reply to the person who opened the ticket or leave an internal note for your team.
Escalate to Pono support
Make an optional agreement with Pono support for us to handle all tech tickets for you.
04 / PONOAI ANSWERS
Draft helpful answers faster with PonoAI
After a client or team member sends a message, PonoAI can prepare a concise reply — and present it for your support team to review, or even automatically send it.
Receive a ready-to-edit suggestion
PonoAI prepares a helpful draft based on the ticket and the guidance you provide. Your team stays in control and decides what the final reply says — you can take the response with one click, edit it as needed, then send when you're ready.
Or let PonoAI answer automatically
If PonoAI is confident that it can answer fully and correctly then it can automatically send the message, without you even having to check it. You can easily turn this on or off.
Guide answers with your own knowledge
Upload your own documents as a blueprint to guide PonoAI's answers, so that it replies just like you would.
Use different knowledge for clients and team members
Choose which guidance documents apply to each audience — so your coach's and staff questions are answered based on one set of information, your client's questions based on another.
Rate and track PonoAI's suggestions
Give one click feedback to PonoAI's responses and it will learn exactly how you want to answer, then get better over time.
05 / REPORTS & INSIGHTS
Insights to help you understand your support at a glance
See the current workload, how quickly requests are answered, how well PonoAI is working, and where your team is spending its time.
See open and unassigned tickets
Know what still needs attention and which requests need to be assigned to a team member.
Compare created and resolved tickets
Review how many requests are coming in and how quickly and efficiently they are being resolved.
See workload by status
Understand how tickets are moving through your support process.
Track first response time
See how long people usually wait for the first reply.
Track resolution time
See how long it usually takes to close a request, and which team members are performing best.
See which areas are needing the most support
Compare tickets by support area, request type and priority to easily see which areas need the most attention.
Review PonoAI feedback
See how your team rated the suggested replies.
Start your free trial
Run everything on Pono.
Try the complete platform free for 14 days. If you would like to chat first then book a demo and we can talk through your business, and how Pono can help you.
14 days
Free trial
Unlimited
Coaches and staff
One platform
For your entire coaching business