Support workspace
Messages, customers, devices, and evidenceUnderstand the customer and the product together.
BTX connects customer conversations, device and app evidence, Community ideas, public app reviews, knowledge, and support actions in one operator workspace.
BTX is a customer support and product-intelligence workspace for teams that need more than a ticket. It keeps each customer conversation connected to identity, device state, structured telemetry, Community activity, public app reviews, and the knowledge used to decide what happens next.
Customer voice
Community, social feedback, and app reviewsAvailable to operators
Desktop, iOS, and Slack workflowsStart with the customer, not an isolated ticket.
A support question can depend on identity, a device, an app release, an order, a prior conversation, or a product event. BTX keeps those records connected without pretending every source is the same kind of thread.
Operators can move from the customer report to the relevant evidence and return to the conversation with a specific, reviewable answer.
Customer Messages
Handle in-app, email, SMS, and web conversations with explicit channel ownership and history.
Customer profiles
See identity, interactions, devices, commerce context, and previous support work in one timeline.
Devices and telemetry
Inspect the model, software state, recent events, and logs that explain the reported experience.
Product issues
Connect a confirmed customer problem to the customers, conversations, and evidence it affects.
Keep customer voice visible between support conversations.
Customer understanding is broader than the inbox. BTX includes a native Community feed for ideas and discussions, focused in-app feedback, and App Reviews for public App Store and Google Play feedback.
The team can review what customers are saying while preserving the source, author information made available by that source, rating, app version, and publication date.
Community
Let customers share ideas, vote, comment, reply, and hear directly from the team inside the product.
Social feedback feed
Follow recent and popular Community conversations without separating them from product work.
App Reviews
Read Apple App Store and Google Play reviews, filter by rating or app, and open the public source.
Rating trends
Track monthly rating movement and the distribution of one- through five-star reviews.
Act from evidence without hiding the boundary.
Knowledge
Use Articles, Policies, and Playbooks as approved guidance while keeping observed product evidence separate.
Slack agent
Ask about a customer, inspect cited sources, and continue the investigation in a bound Slack thread.
Engineering handoff
Prepare and confirm a GitHub issue from verified customer evidence instead of copying an ungrounded summary.
Integrations
Keep email, tickets, calls, commerce, and engineering work in the systems that already own them.
The product surfaces share context, not ownership
| Surface | Source of truth | What BTX adds |
|---|---|---|
| Customer Messages | The channel and conversation history | Identity, product evidence, assignment, and operator context |
| Devices and telemetry | The customer application and device | A bounded event sequence connected to the customer |
| Community | The in-app idea and discussion feed | Operator review, moderation, replies, and product context |
| App Reviews | Apple App Store and Google Play | A review feed, rating distribution, trends, filters, and source links |
| Knowledge | Articles, Policies, and Playbooks | Grounded retrieval beside the customer problem |
Frequently asked
Is BTX only a helpdesk?
No. Customer conversations are one product surface. BTX also connects product evidence, Community, app reviews, knowledge, and bounded operator workflows.
Does BTX replace engineering observability?
No. BTX gives customer-facing teams the product evidence needed for support and product decisions. Deeper traces and infrastructure monitoring remain in engineering systems.
Can BTX work with systems we already use?
Yes. Current and controlled-rollout integrations include Slack, GitHub, Gmail, Zendesk, Intercom, Granola, Shopify, the Apple App Store, and Google Play, with additional project-specific connections where the workflow has been validated.