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Planner

Planner is a powerful work management application that empowers teams to streamline their workflows, collaborate effectively, and deliver results with greater efficiency. Whether you're managing customer support tickets, tracking project tasks, or coordinating team initiatives, Planner provides a unified platform to organize, prioritize, and resolve work across your entire organization.

Key Features​

Centralized Issue Management​

Keep all your work items in one place, regardless of which team or department they belong to. Planner provides a single source of truth for tracking issues, requests, and tasks across your entire organization, eliminating silos and improving visibility. See Working with Issues.

Flexible Workflow Customization​

Tailor Planner to match your team's unique processes. Create custom issue types, statuses and fields that reflect how your organization actually works, ensuring that the tool adapts to your workflow — not the other way around. See Customize Your Workflow.

Multi-Channel Integration​

Never miss a request. Planner automatically creates issues from incoming messages across Email, WhatsApp, In-App Chat and Phone, ensuring that every customer inquiry, support request, or task is captured and tracked. See Automatic Issue Creation.

Shared Inbox​

Enable seamless team collaboration with a shared inbox that consolidates incoming messages from all integrated channels. Your team can work together to triage, respond to, and resolve customer communications efficiently. See Shared Inbox.

Intelligent Auto-Assignment​

Automatically route issues to the right team members using Groups while intelligently balancing workloads. Planner ensures that work is distributed fairly and efficiently, preventing bottlenecks and ensuring timely resolution. See Automatic Assignment for how to configure it and how it decides who gets each issue.

Automation Rules​

Let Planner handle the repetitive work. Email customers when their issue changes with Notification Rules, chase quiet conversations with Follow-Ups, update or close issues automatically with Issue Triggers, and give AI agents the context of earlier conversations with AI Agent History.

Advanced Filtering & Analytics​

Quickly find what you need with powerful filtering capabilities, and gain insights into your team's performance with built-in analytics. Track trends, identify bottlenecks, and make data-driven decisions to continuously improve your processes. See Reports.

Getting Started​

This guide will walk you through setting up Planner for your organization:

  1. Customize Your Workflow: create spaces, issue types, statuses, custom fields and labels.
  2. Set up Automatic Issue Creation: turn incoming email, WhatsApp, chat and calls into issues.
  3. Set up the Shared Inbox: give your team access and start replying to customers.
  4. Set up Automatic Assignment: share issues out to your team by workload and availability.

Then add the automation rules you need, and learn how your team works with issues day to day.

All Planner settings are on the Planner app's Setup tab.