Know if it was reported, who else hit it, and when it is fixed.
Modem answers the questions support teams spend the most time on: has this been reported before, who else hit it and what do they pay, and what is engineering doing about it. When the fix lands, it drafts the reply. It works alongside Plain, Pylon, Intercom, or Zendesk, not instead of them.
See it on your own data.
Because coding isn't the slow part
Teams are still spending too many cycles chasing down feedback, curating their backlog, and following up with users. Tedious work often done by a single person who holds all the context and bottlenecks execution. Modem fixes that.
Build what's actually important
Every bug report, every feature request, automatically clustered and prioritized
Unified company & user profiles to understand who matters and who can wait
Spot emerging trends before they become fires
New ConversationWhat are the biggest issues my customers are facing?
Here are three conversations from this week with lots of activity and high priority customers:
High
High
Medium
ProductI've been encountering frequent timeout errors when trying to search in the web app
@modem can you make a ticket for this, include any other relevant conversations, and assign me?
Done! This problem has been mentioned by two external customers as well. I've included a rollup in the ticket.
Timeout issues when searching in web app
Issue ENG-2831 in Linear
Multiple customers have reported timeout errors when searching in the web app. Here is...
Act on problems you didn't know you had
Get alerted to user concerns as they happen, not days later
Create detailed tickets straight from chat or through automations you set up
Delegate tasks to coding agents with the context they need to be successful
Close the loop at scale
Draft follow-ups to customers when their requests ship
Generate user-tailored release notes from GitHub PRs and Linear tickets
Automate personalized recurring digests, triage reports, and more in plain English
New ConversationCan you send our customers release notes every Monday at 9am based on what we've merged?
I created a scheduled task to post release notes for your customers based on your team's Github and Linear history:
Post Release Notes
Every Monday at 9am PT
Would you like me to ask you first with the notes for approval?
Not just an agent – a multiplayer platform
Built on a real-time discussion graph
Long-term memory sourced from user and team discussions
No tagging, no triaging — it just organizes itself
Semantic search that finds what you mean, not just what you type
From a new ticket to the follow-up, without the searching
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Who else hit it, and what do they pay?
Each topic lists the people and companies behind it. With Stripe connected, matched customers show their plan and subscription status, and the agent can tell you which paying customers reported the problem.
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Tell everyone when it is fixed
An opt-in automation posts an internal Slack note naming who to follow up with when a linked PR merges. When a teammate asks, Modem drafts a reply for each requester and can send it through Plain, Pylon, Intercom, Slack, or Discord. In Slack and, by default, in the dashboard, a person approves each reply first. More on closing the loop.
Modem is not a helpdesk. It works next to yours.
Your helpdesk runs the conversation in front of you: the ticket, the owner, the SLA. Support also spends hours on questions that cut across conversations, customers, and tools. That is the part Modem handles, so your team can ask instead of search.
Your helpdesk stays
Modem has no ticket queue, SLAs, or assignment. Plain, Pylon, Intercom, or Zendesk keeps the tickets; Modem reads them alongside Slack Connect, Discord, and calls.
A person approves what customers see
In Slack and, by default, in the dashboard, every reply headed to a customer waits for approval. Modem writes to customers only when a teammate asks or an automation your team built runs, and customers cannot @Modem. Automations, Discord, and Microsoft Teams have no approval step.
Engineering sees the same problem
Support and engineering read the same topic: the reports, the people and companies behind them, and the linked issue, so nobody has to summarize a thread by hand.
Guides for support teams
Has this been reported before?
Who else hit it?
What is engineering doing about it?
- How to connect Intercom conversations to Linear so support can see engineering progress
- How to connect Zendesk tickets to Linear issues without losing customer context
- How to keep Zendesk ticket status in sync with Jira
- How to turn a Jira Service Management ticket into a development issue without losing the thread
- How to get Zendesk side conversations about a bug in front of engineering
Telling customers it is fixed
Choosing and running your support stack
Handing escalations to coding agents
See the full integrations list and pricing.
Common questions from support teams
Is Modem a helpdesk?
No. Modem has no ticket queue, SLAs, or assignment, and it never replies to customers on its own. Your support team keeps Plain, Pylon, Intercom, Zendesk, or whichever helpdesk it runs, and uses Modem next to it to check whether a problem has been reported before, see which customers are affected, find the engineering issue, and draft the follow-up.
How does Modem know a ticket is about a problem that was already reported?
Modem groups conversations from every connected source by meaning into topics. A new Plain thread, Pylon issue, Zendesk ticket, or Slack Connect message about the same problem lands in the same topic as the earlier reports, with the people and companies behind each one. A teammate can ask @Modem in Slack or ask in the dashboard.
Can Modem tell us which affected customers are paying, and how much?
With Stripe connected, the person and company pages of matched customers show their plan and subscription status, and the agent can answer which paying customers reported a problem when you ask. Revenue is not stored on the topic itself.
Can Modem reply to customers?
When a teammate asks. Modem drafts the reply and can send it through Slack, Discord, Intercom or Pylon (once an admin turns on agent writes), or Plain (within the API key you grant). In Slack and, by default, in the dashboard, every customer-facing write waits for a person to approve it. Modem has no reply path into Zendesk or Front.
Can customers talk to Modem in a shared Slack channel?
No. Only members of your Modem organization can @Modem; customers and Slack Connect guests cannot. When a teammate mentions Modem in a shared channel, the answer goes into that thread, where the other company can see it.
Which support tools does Modem connect to?
Plain, Pylon, Intercom, Zendesk, Jira Service Management, and Front (a beta enabled per organization), plus Slack (including Slack Connect), Discord, Microsoft Teams, email, and Gong calls. On the engineering side, Linear, Jira, GitHub, GitLab, and Sentry user feedback.
Close the product gap
