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Support

Support lets Toborverse customers ask our team for help without leaving the platform. A customer opens Support in the sidebar, describes the problem with their robot and attaches files. Our support team answers in Zendesk, and the whole conversation shows up back on the platform under My requests.

Zendesk is where the support team works and is the source of truth. The platform sends new requests and customer replies to Zendesk, then copies each ticket, its messages and its files back into the Toborverse database and a private S3 bucket so customers can see them.

For the full technical details (API, sync, database tables, Zendesk setup, configuration, troubleshooting) see Support — how it works.

Features

For customers

  • Submit a request from the Support page: email and name are filled in from the account, the robot is picked from the organization's robots (serial number filled in automatically), plus subject, a formatted description and attachments.
  • Attachments on new requests and on replies: up to 10 files, 20 MB each.
  • My requests: a list of every request with its status, robot, last update and number of messages.
  • Conversation view: the full back-and-forth with the support team, with the files from both sides available as links.
  • Reply from the platform with text, files or both. Replies land in the same Zendesk ticket.
  • Clear statuses: Received, In progress, Awaiting your reply, On hold, Solved, Closed.
  • Email links: the notification email links straight to that conversation on the platform.

For the support team

  • Work entirely in Zendesk. Platform requests arrive tagged toborverse_app with the robot and serial number already filled in.
  • Customer replies from the platform appear in Zendesk as the customer's own replies.
  • Handled By codes: agents enter their personal code with each reply. The platform credits the reply to that agent and shows customers the agent's display name (never the code). When switched on, the field is emptied after each reply, so every reply needs its own code.
  • Internal notes stay internal: they are never copied to the platform.

Behind the scenes

  • Automatic sync: a Zendesk webhook updates the platform within seconds of a change, with a background check every minute as a safety net. Deleted tickets disappear from the platform.
  • Stored in Toborverse: tickets, messages and attachment details are kept in the support database schema, separated by organization.
  • Files in a private S3 bucket: customers only get short-lived (15-minute) download links; risky file types are downloaded instead of opened in the browser.
  • Malware protection: only files Zendesk's scan has marked clean are copied. Files flagged as malware are never stored; a record of them is kept in support.unusual_attachments.
  • File details: each stored file records its size and type (image, audio, video, text or unknown).

How a request flows

Customer on the platform ──► Zendesk ticket ──► support agent replies in Zendesk
          ▲                                                │
          └──── platform shows the conversation ◄── sync copies ticket, messages
                                                     and clean files to Toborverse