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customer-experience · agent

Sortlane

New tickets in the right queue, tagged and assigned, before anyone opens them

popular

18 h/mo

Saved

35 min

Setup

6

Systems touched

3

Credits per run

$3,900

Perpetual single-workspace license · Band 3 · Operator

Or included in Starter at $290/mo, along with everything else that tier carries.

Book a demo
Deployment
connected
Setup
35 min
Hours saved / month
18
Included from
Starter
Credits per run
3

03 — Proof

What is measured, and what is not.

The hours and the setup time are catalog math at a stated volume. Production telemetry is not published yet, and nothing here pretends otherwise.

Catalog math

800 tickets/month × 1.5 min to read, tag, and assign (~20h), minus ~2h reviewing misroutes

Run telemetry

04 — What it does / 4 outputs

Routes new helpdesk tickets to queue, tags, language, and assignee from recent history.

  • Routed ticket (queue, tags, assignee, priority)
  • exceptions list
  • re-route log

05 — One run

What one run takes in, and what it puts back.

No sandbox on this page yet. This is the real input and output contract from the record, not a demo recording.

In

  • New ticket
  • mailbox history (90 days)
  • group/assignee map
  • SLA policy
  • language hints
  • exception rules

Out

  • Routed ticket (queue, tags, assignee, priority)
  • exceptions list
  • re-route log
  • unrouted Slack nag

06 — How it works / 35 min setup

Three steps, then it is furniture.

  1. 01

    Connect Zendesk and Intercom

    Scoped authorisation, revocable from your IdP or the dashboard.

  2. 02

    Point it at the work

    New ticket, mailbox history (90 days).

  3. 03

    It runs

    Routed ticket (queue, tags, assignee, priority) — on a trigger or a schedule, 35 minutes after you start.

07 — Features / 7 listed

What is actually in the box.

  • Reads new tickets from one helpdesk you connect (Zendesk, Intercom, Freshdesk, Front, or Gorgias)
  • Queue, tag, language, and assignee from the last 90 days of that mailbox — not a generic taxonomy
  • Auto-applies only above a confidence you set; the rest sit in exceptions
  • Priority from the SLA policy you already run, not an invented “urgency score”
  • Slack ping only when a ticket sits unrouted past a threshold you set
  • Does not reply, does not close, does not edit the customer’s message
  • Re-route log so you can see what it did last Tuesday, ticket by ticket

08 — Data

Does it fit your stack and your data?

Inputs this product consumes and outputs it produces
InputOutput
New ticketRouted ticket (queue, tags, assignee, priority)
mailbox history (90 days)exceptions list
group/assignee mapre-route log
SLA policyunrouted Slack nag
language hints
exception rules

09 — Integrations / 6 systems

It touches these, and nothing else.

10 — The money

Your hours, your hourly cost.

Two numbers: the hours this product removes at the catalog's stated volume, and the cost of an hour, which only you know.

18

You type this one. We do not know what an hour costs you.

Recovered per month

$900

18 h × $50 an hour, before the credits a run spends.

Where the hours come from: 800 tickets/month × 1.5 min to read, tag, and assign (~20h), minus ~2h reviewing misroutes.

11 — Pricing

Buy it outright, or get it with a plan.

One-time

$3,900

  • Perpetual single-workspace license to this product’s logic, UI and connectors. Runs still spend credits.
  • Returns $1,560 as non-expiring credits at your tier’s rate.
  • Twelve months of updates and connector maintenance included.

Per run

3 credits

$0.06 a run at the Starter rate of $0.0200 per credit, less on every tier above it.

Credit class: light

Every run carries a published hard ceiling. A run that hits it stops and re-quotes instead of billing on.

See how plans and credits work

12 — Packs / 1 pack

What else is in the pack.

  • Part of the Coverready pack

    Eligibility and the prior-auth packet, sitting on the biller’s desk before the visit

    • Fieldpull

      The auth form the payer redesigned in March is a field-mapping problem, and Fieldpull extracts mapped fields from a PDF into the destination record while parking anything it cannot read.

    • Vendorgate

      A prior-auth packet is a checklist held out of "ready" until every required document exists, which is the chase-and-hold mechanic Vendorgate already runs for vendor compliance files.

    • Callcatch

      Coverready exists because two people are on hold with payers every afternoon; Callcatch takes the inbound front-desk calls for hours and booking and turns the rest into a ticket instead of a voicemail.

    • Slotshift

      When eligibility is unmatched the visit goes on hold and has to be moved, and Slotshift is the customer-experience product that books and reschedules from the thread and writes the confirmation back.

    Included in Enterprise · from $7,500/mo

    See the pack

13 — Security

Runs on nox.markets, acts in your tools.

A scoped OAuth token pulls only the objects the inputs above require, writes the outputs back to your system of record, and keeps the run payload for your workspace retention window. Revoke the token in your IdP or in the dashboard; connector secrets are deleted within 24 hours of a disconnect.

Run payloads are kept for your workspace retention window — 30 days by default on Starter and Growth, 90 on Scale and Enterprise, with zero retention available on Enterprise.

Read the security controls

14 — Customers

Someone like you, running this.

15 — Detail

The long version, including what it will not do.

Most 10–200 person support teams still have a person open every ticket to decide queue, priority, and who owns it. Helpdesk triggers catch the easy ones (form = “returns”). They do not catch “this cancel threat is hiding in a feature question,” or “this Shopify buyer is actually a wholesale invoice issue.” Sortlane is an agent on the desk. It reads new tickets in Zendesk, Intercom, Freshdesk, Front, or Gorgias, proposes queue, tags, language, and assignee from the last 90 days of that mailbox, and applies the route when confidence clears a bar you set. Everything else waits in an exceptions list.

It will not reply. It will not close. The first week will mis-route issue types you have never seen. If your triggers already put ~90% of tickets in the right group, do not stack this on top. Buy it when a human is still the first reader on a few hundred tickets a month.

16 — Questions / 5 answered

Before you buy.

What does it need from me before it can run?

New ticket; mailbox history (90 days); group/assignee map; SLA policy; language hints; exception rules. Nothing else is collected for a run.

How long does setup take?

35 minutes. Runs on nox.markets, acts in your tools. You authorise Zendesk, Intercom, Freshdesk, Front, Gorgias, Slack once.

What does it cost to own?

$3,900 once — band 3, Operator. Runs still spend credits. It is also included in the Starter plan at $290/mo — buying it outright is the way to keep it after a plan ends.

What does it hand back?

Routed ticket (queue, tags, assignee, priority); exceptions list; re-route log; unrouted Slack nag.

Where does the hours-saved number come from?

800 tickets/month × 1.5 min to read, tag, and assign (~20h), minus ~2h reviewing misroutes

17 — Related / 4 products

More on the Customer Experience shelf.

18 — Collections / 1 shelves

Where it sits on a shelf.

Sortlane runs 18 hours of this a month.

Book a demo

Or keep looking: Customer Experience · Products for this team · The whole catalog

$3,900Included in Starter · $290/mo