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 without leaving Pono
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 where they were working when they asked for help.
Add useful files
Attach screenshots, photos, PDFs, documents or spreadsheets to explain the request clearly.
Keep every reply together
Continue the conversation without moving between separate emails and messages.
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
Important requests rise to the top automatically.
Search and filter the inbox
Filter by status, area, request type, priority or assigned admin.
Choose the information you see
Show the columns that are most useful to your team.
See ownership at a glance
Know who opened each ticket and who is responsible for it.
Open the complete conversation
Read every message and attachment without leaving the inbox.
Update the status and follow-up date
Keep the next action visible and make sure nothing is forgotten.
Review ticket activity
See replies, private notes, updates and escalation history in one timeline.
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 parts of your business that make sense to your team.
Build flexible request types
Create request types for clients, team members or both.
Set a default priority
Give each request type the right starting priority.
Choose responsible admins
Route new requests to the people who usually handle them.
Assign individual tickets
Set an owner and follow-up date whenever a request needs personal attention.
Use public replies or private notes
Reply to the person who opened the ticket or leave an internal note for your team.
Escalate to Pono support
Send a ticket to the Pono team when you need help beyond your own support team.
04 / PONOAI ANSWERS
Draft helpful answers faster with PonoAI
After a client or team member sends a message, PonoAI can prepare a concise reply for your support team to review.
Receive a ready-to-edit suggestion
PonoAI prepares a helpful draft based on the ticket and the guidance you provide.
Guide answers with your own knowledge
Connect the information PonoAI should use when preparing support replies.
Use different knowledge for clients and team members
Choose which guidance applies to each audience.
Review every answer before sending
Your team stays in control and decides what the final reply says.
Use the response in one click
Move the suggestion into the reply box, edit it if needed and send when it is ready.
Rate each suggestion
Simple feedback helps your team track which answers were useful.
Track PonoAI usage
See how often suggested replies are created and used.
05 / REPORTS & INSIGHTS
Understand your support at a glance
See the current workload, how quickly requests are answered and where your team is spending its time.
See open and unassigned tickets
Know what still needs attention and which requests do not have an owner.
Compare created and resolved tickets
Review how many requests arrived and how many were resolved in the last 30 days.
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.
Break down the work
Compare tickets by support area, request type and priority.
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