“Things that would have taken three or four hours are ten-minute tasks now, and when we fix something, Modem shows us everyone who was waiting.”
Nicholas MeisenheimerProduct Manager @ Sentry
Close the loop
The AI product teammate that closes the loop.
You shipped the fix, wrote the changelog, sent the newsletter. Modem remembers the people who asked and drafts the message that tells them it is done, for you to approve, so every request can turn into retention.
Your customers have thoughts.
Most of them get lost.
Finding it is hard
Support sees the email, sales hears it on a call, product reads it in Slack. Nobody notices it's the 10th time this month.
Fixing it is slow
Engineering finally gets a ticket, with half the context never captured. Scoping and fixing it both take longer.
Following up rarely happens
The fix ships. Whoever heard the complaint never finds out, so the customer who asked never hears back.
Every concern, grouped and linked to the PRs that fix it
Modem groups what customers say into topics, then tracks the issues and pull requests working on each one. You always know what’s open, in progress, or completed.
CSV export times out on large workspaces
+8Customers with large workspaces report CSV exports timing out, mostly during month-end reporting.
23 mentions14 customers
Exporting our workspace to CSV just spins forever. Third time this week.
Our month-end export timed out again. We need it for the reporting deadline.
ENG-412 Stream CSV exportsfix(export): chunk large queriesfeat(export): background export job
What it means
What closing the loop with customers means
Support tickets get answered, issues get filed, fixes ship. The step that usually goes missing is telling the customer who reported the problem that it is fixed. Modem covers that path. It captures support conversations from Zendesk, Intercom, and Slack with the requester attached, and can file the engineering ticket when you ask. When a linked PR merges, it can tell your team who asked and draft the follow-up for you to approve.
The requester stays attached
Every conversation comes in linked to a person and company, so when the fix ships, Modem knows who asked.
One issue, not five
Reports of the same problem from Zendesk, Slack, and Discord merge into one topic, so there is one issue to file, not five.
Follow-ups wait for you
Modem drafts the messages back to customers. In Slack and, by default, in the dashboard, nothing reaches a customer until you approve it.
How it works
From support conversation to shipped and announced
The person who reported the problem stays attached from the first ticket to the shipped fix.
Capture the conversation
Tickets and threads come in from Zendesk, Intercom, Slack, Discord, and email, each linked to the person and company who raised it.
Group reports into one topic
A Zendesk ticket about an error lands in the same topic as the Slack thread and the Discord report about it, so five reports do not become five tickets.
File the issue with the customer attached
When you ask, Modem creates the issue in Linear or Jira with the customer quotes included, after checking for an existing issue in your tracker or on GitHub.
Track the work to done
Topic status and priority are visible in the Modem dashboard and from Slack, so the topic reflects where the fix stands.
Tell the people who asked
When a linked PR merges, an opt-in automation tells your team who asked. Modem drafts the follow-ups to the customers on the topic and, on request, release notes tailored to them, for you to approve.
The last step
Tell customers their fix shipped
A changelog announces the release to everyone. The follow-up goes to the specific people who reported the problem. Modem can draft it from the merged work itself, and can run recurring digests and triage reports described in plain English.
Know who to tell
With the opt-in Close the loop automation, Modem posts a Slack note to your team when a PR linked to a request merges, listing who asked.
Release notes from the work
On request, the agent drafts release notes tailored to the people who asked, from the GitHub PRs and Linear tickets behind the work, so the announcement matches what happened.
Approval on customer-facing messages
Modem drafts; in Slack and, by default, in the dashboard, a person reads and approves every customer-facing message first.
FAQ
Common questions about closing the loop
- Is there an AI tool that connects support conversations to engineering tickets?
- Yes. Modem reads support conversations from Zendesk, Intercom, and Slack, then groups reports of the same problem into one topic. From the topic it can create a single issue in Linear or Jira when you ask, with the customer quotes attached. The requester stays linked to the topic, so you know who to follow up with when the fix is done.
- How does Modem know which customers to follow up with when a fix ships?
- Every conversation comes in with its requester, and Modem links each requester to a person and company. A topic carries everyone who raised it across every source, so when a linked PR merges, the list of people to follow up with already exists.
- Does Modem message customers automatically?
- It drafts the follow-ups and the release notes. In Slack and, by default, in the dashboard, anything that reaches a customer waits for your approval first.
- Which support tools and issue trackers does it work with?
- On the support side, Zendesk, Intercom, Slack, Discord, email, and Gong call transcripts. On the engineering side, Linear, Jira, GitHub, and GitLab. The full list is on the integrations page.
- Does Modem replace Zendesk or Intercom?
- No. Your support team keeps their tool. Modem reads the conversations and connects them to engineering work. When that work merges, it tells your team who asked, and the agent drafts the follow-up for you to approve when you ask.
Less digging, more shipping
Research takes minutes, and every fix comes with the list of who asked. Your agents self-serve answers faster through Modem's MCP instead of reading raw threads.
- 98% fewer tokens
Agents read Modem's context graph vs the raw threads underneath2
- Research time and touchpoints per fix: reported by Sentry's product team. Read the Sentry case study
- 98% fewer tokens: measured by Modem on real usage data, on average.
Trusted by teams that listen (and ship)
“While I’m working on something I can just hop over and ask Modem, and get an answer in minutes – instead of searching across all the channels and getting out of the flow.”
Leonie GräßelFounder @ Novelcrafter
Connects to every channel and tool, answers wherever you work
Modem reads the tools your customers and team already use, then hands the whole story to people and agents, sources attached. Explore all integrations
Chat
Slack
Discord
Teams
Email
Support
Intercom
Zendesk
Front
Plain
Pylon
Jira Service Desk
Calls
Gong
Fathom
ZoomSoon
Customers
Salesforce
Stripe
Canny
Analytics
PostHog
Mixpanel
Amplitude
Sentry
Code
GitHub
GitLab
Linear
Jira
Need an integration we don't have? Talk to us
Dashboard
Navigate your customer graph using a complete web UI.
Agent
Full-featured cloud agent, available in Slack, Teams, Discord, or web.
Plugins & MCP
Bring your favorite desktop, terminal, or cloud agent.
CLI
Query your Modem data from any terminal. Great for agents.
HTTP API
The same data as everything else, as JSON over HTTP.
Security and compliance
Modem combines industry-standard compliance, enterprise-grade controls, and privacy-first product features at every layer.
SOC 2
SOC 2 compliant. Independently audited against the AICPA Trust Services Criteria.
Trust center →SSO + SCIM
Manage access at scale with SSO and SCIM provisioning from the identity provider you already run.
Governance
Audited agent runs, roles, PII scrubbing, and custom retention.
