Libra WorkBase
WorkBase for Customer Support
Every ticket comes with context, an answer, and a next step.
WorkBase helps support teams resolve issues faster without making agents chase the work around the ticket.
- Reads
- Zendesk · Intercom · Gmail · Slack
- Writes
- tickets, replies, CRM, escalations
The problem
Support agents are becoming human routing systems.
Tickets don't stall because agents are slow. They stall because the context, the answer and the owner all live in different tools, and someone has to stitch them together before the customer hears back.
Where a support agent's 40-hour week goes
40 hrs · per agent · per week- Ticket triage & context
- Research & resolution
- Internal handoffs
- Customer conversations
22 hours a week on non-customer conversations. That's 55% of a support agent's time lost to manual work and context switching.
ServiceNow Customer Service Management Benchmark Report 2024 (N=1,042 customer service professionals)
See it in action
The ticket arrives.
The work starts.
One trigger. WorkBase gathers the context, finds the answer, prepares the reply, updates the record, and routes anything that needs a human.
- To
- priya.n@acme.com
- Subject
- Re: SSO setup issue
Hi Priya,
We've identified the issue with your SSO setup. Here's what changed, and the two steps that get your team signed in again.
Sam
- Priority
- High
- Component
- Authentication
- Status
- Engineering review
- Owner
- Jonas
- Impact
- Login blocked
- AI Chat + Agents · capture and write back
- Email Assistant · triage and draft
- Tasks · plans with owners
- Business Intelligence · checks past tickets
- Workflow · runs it on schedule
Support workflows
Pick a workflow. WorkBase handles the busywork.
Choose a repeatable support task. Connect the systems it needs. Give it an instruction once. WorkBase keeps the workflow moving.
Trigger · Issue raised
Ticket triage & routing
- Read the issue
- Set priority
- Route to owner
Artifact
Understand the issue, identify the priority, and route it to the right owner.
Trigger · Ticket created
Reply drafting
- Pull ticket context
- Draft the reply
- Update status
Artifact
Pull the relevant context and draft a clear response grounded in your support knowledge.
Trigger · Customer escalation
Escalation handoff
- Gather history
- Add repro steps
- Hand to engineering
Artifact
Package the issue, customer history, reproduction details, and impact before handing it over.
Trigger · Morning inbox scan
Inbox triage and reply drafting
- Flag urgent threads
- Draft replies
- Log to Linear
Artifact
A sorted inbox and drafts waiting for review
Trigger · Weekly knowledge check
Knowledge gap detection
- Scan recent tickets
- Read help docs
- Flag missing answers
Artifact
Find recurring questions your existing documentation isn't answering well.
Trigger · Ticket still open
Closed-loop follow-up
- Pull open tickets
- Check emails
- Chase owners
Artifact
Keep the customer, ticket, and internal teams in sync until the issue is actually resolved.
Comparison
Your helpdesk stores the ticket.
WorkBase runs it.
Zendesk, Intercom, and your other support systems keep the record. WorkBase connects the systems around it and helps move the issue toward resolution.
| Dimension | Traditional support stack | Libra WorkBase |
|---|---|---|
| Ticket triage | Agent reads and routes | Context gathered automatically |
| Follow-ups | Agent researches and writes | Drafted from the relevant context |
| Escalations | Explain the issue again | Context travels with the handoff |
| Customer history | Spread across systems | Connected around the ticket |
| Follow-through | Agent remembers | Workflow keeps moving |
Comparison reflects publicly documented capabilities.
Security and permissions
Give every ticket the whole story.
WorkBase pulls together the customer, conversation, product, and support context an agent needs without making them search for it.
- SOC 2Type II
- GDPR
- ISO27001
Customer history
Bring previous conversations, tickets, and account information into the issue.
Knowledge-based answers
Find relevant company and product information without digging through documentation.
Engineering context
Give technical teams the reproduction steps, history, and customer impact they need.
Human approval
Keep sensitive actions and customer-facing changes behind the approval points you define.
Connectors for support
Read-only by default. You choose what each connector can touch, and every write waits for approval.
- Zendesk
- Intercom
- Gmail
- Slack
- Linear
- Jira
- Notion
- Salesforce
RLibra reads from this toolWLibra writes back, with your approval
Questions
Before you connect your support stack.
The questions support leaders ask us on the first call.
No. Salesforce, HubSpot and Pipedrive stay your system of record. WorkBase reads from them and writes back to them, so agents stop typing what the tools could have captured.
A plugin fetches a record when you ask. WorkBase runs the whole task: it reads the ticket, the thread and the CRM together, drafts the reply, updates the case, and sets the next step — under your rules, not one lookup at a time.
Only where you allow it. You decide which fields and actions run automatically and which wait for a one-click approval, and every write is logged so you can see exactly what changed and why.
Connect your helpdesk and CRM through scoped OAuth, pick a task, and give it one instruction. It works on day one — no dashboards to build and no Zapier chains to maintain.
Yes. On Enterprise the full stack can run inside your own environment, so indexed content and connected data never leave your walls.
No. Workspace controls scope what each person sees: support leads see everything, an agent sees only their own queue, and connected sources keep their own permissions.
Early access · Limited spots open now