Can I change my delivery address?
The address can be changed before the order leaves the warehouse. Contact customer service and we will help you check what applies to your order.
Published article · General rules, no customer dataTicketing and inbox One ticket. Not a restart.
Whatever needs a team member lands as a ticket in the same inbox, with a status, an owner and the whole history, whether it comes by email, form, chat, phone or WhatsApp. The AI agent goes through the knowledge base and the customer's details and puts forward a draft reply for a team member to review. Nothing is sent without approval unless you decide otherwise.
Short answer
Supportifier's inbox is a ticketing system for customer service that gathers tickets from email, form, chat, phone, WhatsApp, Messenger and Instagram in one place. Every ticket has an owner, a status, labels and response time targets according to the SLA you have set. The AI puts forward a draft answer built on the reviewed knowledge base and relevant ticket information, and a team member approves, edits or rewrites. Answers are never sent automatically unless you have enabled it for a limited flow.
When the team is needed
INTERACTIVE EXAMPLE · No question is sent. No customer data is fetched.
Before contact
The answer is where the customer looks.
A public help centre with searchable articles and categories. Customers find published knowledge without starting a conversation.
Self-service on your own website.
Read about the help centre The same question in all five views:Can I change my delivery address?Before a ticket is sent
A form that actually helps.
As the customer describes their question, relevant help from the same knowledge base appears. The option to contact a person remains.
Help first. A ticket when it is needed.
Read about the AI form The same question in all five views:Can I change my delivery address?In the conversation
The same knowledge. A dialogue.
The chat answers from the reviewed knowledge. When that is not enough, the conversation can be handed to a team member, who sees what has already been said.
A person takes over — without the customer starting again.
Read about AI and live chat The same question in all five views:Can I change my delivery address?When the team is needed
A ticket. Not a restart.
The team member works from the same knowledge foundation. Relevant ticket information and an AI draft help the team take the question further.
Review the material. Help with what remains.
Read about the inbox The same question in all five views:Can I change my delivery address?After contact
The customer sees their own ticket.
In the customer portal, customers follow their tickets, the status and the conversation behind a login. Internal comments and AI drafts are not shown here.
The customer does not have to ask where things stand.
Read about the customer portal The same question in all five views:Can I change my delivery address?The support team's workspaceEXAMPLE DATA
Help centreOpen to everyone
What do you need help with?
Can I change my delivery address?Search example
OrdersDeliveryReturns
Contact customer service
We will help you on.
An AI form on your website. Try it with a ready-made example question.
Your question · Example
Hi! I accidentally entered my old address. Can I change it?
An ordinary contact option remains. This is not a booking form and sends no ticket.
Your customer serviceAI and live chat · Example conversation
Can I change my delivery address?
Answer from the knowledge base
The address can be changed before the order leaves the warehouse. To check your particular order we first need to identify you and fetch the order status.
InboxAwaiting a team member
Incoming email · Example
Delivery address change
Context for the team
The customer wants to change the delivery address. For a personal answer the team needs to identify the customer and check order status.
AI support · For review
The address can be changed before the order leaves the warehouse. Check the customer's order status before confirming that the change can be made.
Customer data: needs checkingNo address has been changed and no answer has been sent. Handover and available context depend on the flow you roll out.
My ticketsSigned-in customer
Your tickets
Open tickets- Delivery address change#4182 · Updated todayWith customer service
- Invoice for order 55120#4166 · Updated last weekResolved
The conversation in ticket #4182
You
Hi! I accidentally entered my old address. Can I change it?
Customer service
The address can be changed before the order leaves the warehouse. We are checking where your order is and will reply in this ticket.
The customer portal shows the customer's own tickets. Internal comments, AI drafts and other customers' tickets are not shown here.
The same knowledge sourceDelivery address changeRead the source
Delivery terms: The address can be changed before the order leaves the warehouse.
One reviewed rule is used in all five examples. The public help centre shows published content only. Internal instructions and personal customer data are not public.
Different ways in — not five steps the customer has to pass through.
01
Everything needed to answer. In one place.
Tickets from email, form and chat land in the same inbox. The team member sees who owns the ticket, where it stands and how much time remains until the SLA target.
- Owner and status
- Who owns the ticket and where it stands right now: new, in progress, waiting for customer, resolved.
- Labels
- Topic and flow, so that similar tickets can be followed as a group and the follow-up sees the patterns.
- SLA
- Targets for first response and resolution per priority, counted in business hours if you choose. While a ticket waits for the customer, the resolution clock stops.
02
Ticketing, built into the inbox.
The basics of running customer service are in the inbox, so the team does not need a separate ticketing system next to the AI.
- Assignment
- New tickets can be assigned automatically to whoever is on duty and under their cap, and the same customer goes back to the same agent. People who are away are skipped. Tabs such as My tickets and Unassigned show what is waiting.
- Working together on a ticket
- Internal comments the customer never sees, mentions of colleagues and a notice when someone else is already viewing or replying to the same ticket.
- History and housekeeping
- The whole thread and the customer's past tickets are in the ticket. Duplicates can be merged, tickets can be snoozed and recurring wording is kept as saved replies.
03
AI drafts that are reviewed. Not answers that are sent.
For every ticket the AI drafts an answer built on the reviewed knowledge, including the internal part the customer does not see. A team member approves, edits or rewrites. The draft is what saves time, and the review is what makes the answer trustworthy.
- Built on your knowledge, checked against it
- The draft takes the rule from the knowledge base and customer data from your systems. Then every date, price, term and link is checked against the source, and the draft is marked Safe, Review or Unsure.
- Approved answers improve the suggestions
- What your team approves is used to improve the suggestions within your own account. That learning happens only there, never in the provider's model.
- Autopilot when you decide
- Switch on autopilot per category. In shadow mode you first see what would have been sent, and the app suggests which categories are ready. Only safe answers supported by the knowledge base are sent automatically.
04
Connected to your email.
The inbox can be connected to the mailboxes you choose. Incoming email becomes tickets, and replies are sent from your own address. Email is never deleted permanently. Which permissions are requested is stated in the privacy policy.
05
Input for staffing. Not a schedule.
The follow-up shows tickets in, median response time, waiting tickets and share within SLA, and separates AI-assisted answers where a person stood behind them from tickets resolved automatically within approved flows. The questions without answers become the list of what the knowledge base lacks.
06
Common questions
Does the AI agent send answers automatically?
Not by default. The AI agent proposes an answer that a team member reviews and approves before it goes out. Automatic handling is used only in flows you have explicitly enabled, within the scope and with the controls you have decided on.
What are the draft answers based on?
On your reviewed knowledge base, including internal instructions the customer does not see, on the content of the ticket and on customer data from your systems when a connection exists. The draft states what has been checked and what has not, for example whether order status needs checking.
Which channels land in the inbox?
Email from the mailboxes you connect, tickets from the AI form, chats that were handed over or sent outside opening hours, calls through the phone system and messages from WhatsApp, Messenger and Instagram. The customer portal shows the customer's side of the same ticket.
Can the inbox be our ticketing system?
Yes, for every channel you connect. They get an owner, a status, a priority, labels and the SLA targets for first response and resolution that you set. The team has internal comments, saved replies, merging of duplicates and reports on volume, response time and SLA, and the customer follows their ticket in the customer portal. Phone, WhatsApp, Messenger and Instagram are included; SMS is not. You can use the inbox as your ticketing system or start alongside the one you have.
Can we keep our current helpdesk?
Yes, we do not assume you will replace it. The existing helpdesk can be an information source with channels and ticket history. We go through your channels first and then decide what can stay.
How are response time and SLA measured?
You set targets for first response and resolution per priority. The inbox shows how much time remains per ticket and the follow-up shows median first response time and share answered within SLA. While a ticket waits for the customer, the resolution clock is paused.
Next step
Start from your everyday work.
Tell us which question takes time today. We go through what a first step could look like.
A clear first step beats a big promise.
See how the knowledge work, the review and the first channel fit together.
How the rollout worksRead more
AI in customer service10 min read
Ticketing system for customer service: what it must handle
A buyer's guide to ticketing systems for customer service: core functions, what knowledge base and AI change, integrations, data rules and how to choose.
Martin CarlssonAI in customer service10 min read
Why reviewed AI drafts beat full automation at the start
Why reviewed AI drafts beat full automation at the start: trust, a knowledge base that gets trained, and the measures that show when a flow is ready.
Rickard CollanderAI in customer service12 min read
Supportifier vs Zendesk: which fits a Swedish team?
A factual comparison of Supportifier and Zendesk: knowledge base, AI answers, pricing model, data storage and onboarding. How a small team chooses.
Martin Carlsson