Support the customer with the device in view.

Open each conversation with the customer identity, app entry point, device record, firmware, and recent structured events needed to investigate the problem.

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BTX is a customer-support system for connected products. Its SDKs join in-app conversations, stable customer identity, launch context, device records, and structured telemetry, while its desktop and iOS apps give the team one place to reply and investigate.

Channels

In-app, email, SMS, and web

Device context

Model, firmware, app version, telemetry, and logs

Current SDKs

Native iOS and Flutter, with Web in early access

Support the product the customer is holding.

A traditional ticket starts with a description of the problem. Hardware support often needs more: which device is affected, which firmware it runs, what the companion app observed, and what happened immediately before the customer asked for help.

BTX keeps those signals beside the conversation, so the team can investigate without asking the customer to reproduce every detail or search for a serial number.

Live troubleshooting

Read the message and the latest device evidence in the same workflow.

One customer history

Keep conversations, devices, commerce context, and product events connected.

Fleet learning

Use one confirmed issue to find similar customers and devices.

Return prevention

Resolve fixable setup and product issues before working hardware comes back.

Enable only the SDK capabilities your product needs.

Customer Messages

Present a native conversation history and start new threads from a specific product surface.

Feedback

Collect focused reports with optional screenshots and media, including opt-in shake and screenshot triggers.

Telemetry and flags

Queue structured product events and evaluate customer-targeted feature flags.

Community and push

Let customers share ideas and receive reply notifications outside the foreground app.

Keep the systems that already own part of the work.

Zendesk

Sync tickets and comments, and keep Zendesk-owned email threads external and read-only inside BTX.

Slack

Route project notifications and review or approval workflows into the channels the team already watches.

Shopify

Bring customer, order, and return context into the customer profile and open the source record when needed.

GitHub

Carry confirmed customer problems into a GitHub issue review workflow without losing the originating evidence.

Frequently asked

What makes hardware customer support different?

Hardware support crosses the physical device, firmware, companion app, network, account, and order history. The ticket alone rarely contains enough evidence to identify the cause.

Does BTX replace a traditional helpdesk?

It can be the primary support workspace for a connected-product team. BTX also has a current Zendesk integration for teams that need Zendesk to remain the ticket and email owner.