Two plans, an autonomous AI agent, Flows and a public API

The biggest release since Zono Support opened its doors. It went live on Monday 28 September.

Two plans, one flat price

• Zono Support now has two plans: Free and Premium.
• Premium is $49 a month or $490 a year for the whole workspace, with unlimited seats. Paying yearly costs ten months' price.
• If you joined early on the $3 a month or $30 a year rate, you keep it for the life of your account, as long as your subscription stays active.
• Cancelling now keeps Premium until the end of the period you paid for, then moves the workspace to Free.

An AI agent that can answer on its own

• Autonomous mode (Premium): the AI agent can reply to customers by itself and hands the conversation to your team when it should not.
• AI Knowledge: point the AI at your website and PDF documents, add guidance rules, try questions in a playground, run evals and let it learn from resolved tickets. Answers cite the page of the PDF they came from.
• The simulator: run the agent against your own test cases before it talks to a real customer.
• AI triage: every new ticket is classified, with intent, sentiment and language.
• Custom actions and procedures: let the agent look things up in your own systems and follow your step-by-step playbooks, with a clear record of where every value it used came from.

Flows and issue sync

• Flows (Premium): a visual drag-and-drop workflow builder with branches, AI steps, delays and custom actions. Test a flow on a real ticket, read the run log and restore an earlier published version.
• Linear and GitHub: create or link an issue from a ticket and follow its status without leaving Zono.

A public API and signed webhooks

• The REST API v1 (Premium) covers tickets, customers, licenses and live license verification, conversations and the knowledge base.
• Signed webhooks tell your systems when tickets, customers, CSAT ratings and SLAs change, with retries and a delivery log.
• An OpenAPI document and a Postman collection make the API quick to try. See the API reference.

Service levels and ticketing

• Business hours and holidays, auto-assignment, SLA policies with breach alerts, and CSAT surveys.
• Custom ticket fields, ticket merge and split, and a tickets list with an expandable preview pane.
• Customer analytics and scheduled email reports.
• A command palette: press Cmd/Ctrl+K to jump anywhere, with keyboard shortcuts throughout.

Channels and inbox

• Live chat can verify signed-in visitors with an HMAC signature and merge them with the customer you already know.
• WhatsApp template management.
• Escalation rules, a ticket thread for every channel and a conversation assignee.

Security

• A customer is signed out of every portal session when their email or password changes.
• Customer search is case-insensitive and only shows what your role allows.