Emails, IP addresses, license keys and purchase history are hidden from your own team by default. Unmasking one takes a reason, and it is written to a record neither of you can edit - including the copy your customer can read.
Free tier, no card. Works standalone or alongside Invision Community.
Your email, IP address, license keys and purchases are hidden from our staff by default. When someone needs to see one to help you, they have to give a reason, and it is recorded here.
Run support out of a chat server and any moderator can read any customer's email, order history and keys, at any time, and nobody finds out. Not because someone is careless - because there is nothing in the way and nothing keeping score. That is fine right up until the day it is not, and by then there is no record to check.
Helpdesks are not much better. They show agents everything by default, which is exactly why none of them can offer a customer a record worth reading.
Your team needs the full picture to actually help. Your customer needs to know that picture is not just lying open. Both need a record that survives disagreement.
The dossier arrives with the sensitive fields already hidden. Staff see who they are talking to, what they own and whether it is active - without the raw values sitting on screen for the rest of the shift.
Revealing a value is one click and one choice, and the choice is the point: it is what turns an access into a record. Staff are told, before they pick, that the customer will see it.
The reveal lands in the staff thread where it happened, and in the customer's own privacy log. Neither copy can be edited, by them or by us. A promise you can check is worth more than a policy page saying you should be trusted.
One list, with the four things you triage by on it: what kind of ticket, what state it is in, whose it is, and how long it has been sitting there.
Real-time conversation that does not scroll away. Every thread persists with its full history, so the third person to touch it can read what already happened.
Whatever the customer filled in - product, key, the issue they picked - is posted to the thread when it opens, so nobody asks them to say it twice.
Twenty-four permissions, granted per role and topped up per person. Someone can own the knowledgebase without being handed your API key.
Your name, colour, logo, corner style and launcher, embedded on your own site. Guests can open a ticket without an account.
SENTINEL answers from your knowledgebase and nothing else. It cannot invent a policy, a price or a fix, because it has not been given anywhere else to look. When your articles run out, it hands the ticket to a person and tells them what it already tried.
The game patches and thirty people file the same ticket inside an hour. SENTINEL compares the last half hour against the same half hour on the previous four weeks, and when it clears both a multiple and a floor it puts a notice in the widget - while the queue is still filling, not after.
Scores the conversation for the signals that precede a dispute and flags the ticket while it is still a conversation.
Pays staff by what they actually contributed to each resolution, with an auditable ledger, pay periods and anomaly checks.
Volume, response and resolution times, a support-pulse heatmap and a staff leaderboard, period over period.
The whole reveal trail, filterable, plus an insider-risk flag when one account unmasks far more than the rest.
SENTINEL is a complete live-chat and ticket desk on its own - guests can open tickets, staff can work them, everything above applies. Connect Invision Community and the parts that depend on knowing who someone is get sharper: single sign-on instead of a name and an email, real purchases and license keys in the dossier, and patch-day alerts that can name the product rather than the ticket type.
Nothing is hidden behind the connection. The features that need it simply do not appear until it is there, rather than sitting on screen doing nothing.
Live chat, durable tickets, the branded widget, and Glass Box masking with its audit trail. One community, two seats.
Start freeAdds SENTINEL AI triage, Chargeback Radar, Fair Credit payroll and full analytics. Eight seats.
See what is includedMore communities and seats, priority support, and the add-ons picked individually if a tier does not fit.
Compare plansFree to start, no card. If it does not beat what you are running today, you have lost an afternoon.