Assembly

Support

SLA are the Service Level Agreements that you have with your customers.  

Service Level Agreements (SLA)

Welcome to the Assembly customer experience platform. Assembly is an AI-native all-in one customer experience management platform that connects to Slack, Email, Teams, SMS, and more. 
In the documentation below, you’ll find a comprehensive guide on how to setup and use the Assembly platform.  <br/> Feel free to provide feedback or ask questions to support@askassembly.app or over slack. We hope you’ll love your experience using Assembly! 

Introduction

To select the channels you’d like to hookup to Assembly, navigate to the manage integrations page on the left side bar. There you will see all of the integrations available on the platform 

Support Channel Setup

Support ticketing in Assembly is made up of “inboxes”, which are team based or private to you.   

Issues & Inboxes

Support tickets unattached to an SLA have 3 statuses: needs response, open, and closed.   

Statuses

Use the Assembly AI co-pilot to help resolve support requests by searching through your knowledge base 

AskAI

To set up slack notifications for new support requests, issues that have been updated by customers, and to avoid breaching SLA’s, navigate to the Alerts page underneath preferences  

Alerting

To set business hours for yourself or for your team, navigate to your profile or the members tab under team. 

Business Hours

Support ticketing in Assembly is made up of “inboxes”, which are team based or private to you. During setup, you must create at least one team (typically a “general team”) which will have access to the “all Issues” inbox.  

Teams

Right of the top, Assembly has two types of labels: “request type” and “request topic”.  

Labels

When on a support interaction, you can link, or attach, an external issue such as a Jira, Linear, or GitHub ticket directly to the support request.When on a support interaction, you can link, or attach, an external issue such as a Jira, Linear, or GitHub ticket directly to the support request.'

Links

Setup those complex automations to route issues to the right teams, run playbooks for customer success, and more with 3 clicks. To create a workflow, click on the “add workflow” button

Workflows & Rules

Assembly offers platform level search across not just support requests, but also your entire knowledge base (regardless of where it is). You may search through slack messages, your ticketing system (linear/jira), help center (intercom/zendesk), notion, confluence, even PR’s if you’d like.  

Knowledge Search

The product insights tab is meant to show high level themes and trends after analyzing all the support tickets that exist within the Assembly system. 

Product Insights

The announcements page allows you to broadcast product updates, send renewal emails, newsletters and more directly on the platform.  

Announcements

The companies table is a collection of all the customer profiles you have interacted with!  

Companies View

Get in depth metrics of how your support, success, and CS organization are performing and how your customers feel about their interactions. Assembly has tons of default and custom analytics dashboards that you have access to 

Analytics

Discover the unique experience features that we’ve pushed to make using Assembly magical. 

Shortcuts

Send events from your own integrations to Assembly. This is a great way to track how your customers are interacting with your product. 

Getting Started

Assembly 101

Service Level Agreements (SLA)