Modem
Get Started Free

For support teams

Know if it was reported, who else hit it, and when it is fixed.

Modem answers what support spends the most time on: has this been reported, who else hit it, and what is engineering doing about it. When the fix lands, it drafts the reply. It works next to your helpdesk, not instead of it.

Get Started FreeBook a Demo
Works with
  • Superwhisper
  • Kernel
  • Sentry
  • Zumper
  • OpenCode
  • Polytomic
  • Fig
  • Composio

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.

How support uses Modem

From a new ticket to the follow-up, without the searching

A customer reports a problem in a shared Slack channel or your helpdesk. These are the four things your team needs to know, and where Modem answers each one.

  1. Has this been reported before?

    Modem groups conversations from Plain, Pylon, Front, Intercom, Zendesk, Slack (Slack Connect included), Discord, and email into topics by meaning, so a new ticket lands next to the earlier reports of the same problem. Ask @Modem in Slack or ask in the dashboard.

  2. 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.

  3. What is engineering doing about it?

    Topics link to the Linear, Jira, GitHub, and GitLab issues and the merged pull requests that cover them. When a teammate asks, Modem files a new issue with the affected customers attached.

  4. 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.

Next to your helpdesk

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

Guides for support teams

See the full integrations list and pricing.

FAQ

Common questions from support teams

Is Modem a helpdesk?
No. Modem has no ticket queue, SLAs, or assignment, and it replies to customers only when a teammate asks or an automation your team set up runs. Your support team keeps Plain, Pylon, Front, 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, plus Slack (including Slack Connect), Discord, Microsoft Teams, email, and Gong and Fathom calls. On the engineering side, Linear, Jira, GitHub, GitLab, and Sentry user feedback.

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.

  • 3–4 hrs to 10 min

    Product research tasks that used to take an afternoon1

  • 5–10 times

    Customer touchpoints surfaced per bug fix, across every channel1

  • 98% fewer tokens

    Agents read Modem's context graph vs the raw threads underneath2

  1. Research time and touchpoints per fix: reported by Sentry's product team. Read the Sentry case study
  2. 98% fewer tokens: measured by Modem on real usage data, on average.

Trusted by teams that listen (and ship)

  • Kernel
  • Superwhisper
  • OpenCode
  • VLT
  • Sentry
  • Zumper
  • Mycroft
  • Fig
  • Novelcrafter
  • HumanLayer
  • Basedash
  • Polytomic
  • Composio
  • FusionAuth

“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
Read Case Study

“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
Read Case Study

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.