ceven

Supportbee

Syncs support tickets into your operational workflows, drafts responses using company knowledge, and automates ticket routing and status updates based on customer priority.

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Why use Ceven?

  1. AI native Supportbee integration

    • Describe the outcome and Ceven picks the right Supportbee calls, fills the parameters, and checks the result.
    • Structured, agent friendly tool schemas so each call runs reliably instead of by guesswork.
    • Rich coverage for reading, writing, and querying your Supportbee data, across all 41 of its actions.

  2. Managed auth

    • Built in OAuth with automatic token refresh and rotation.
    • One place to manage, scope, and revoke Supportbee access.
    • Per user and per environment credentials instead of shared keys.

  3. Agent optimized design

    • Actions are tuned from real success and error rates so reliability climbs over time.
    • Full execution logs so you always know what ran in Supportbee, when, and on whose behalf.
    • The agent pauses and asks when Supportbee is unclear instead of plowing ahead.

  4. Enterprise grade security

    • Fine grained access so you control which agents and people can reach Supportbee.
    • Least privilege by default, read scopes first and only the writes a workflow needs.
    • A full audit trail of every Supportbee action to support review and sign off.

Supported tools

Every action Ceven's agents can run on Supportbee, and when to use it.

Create ticket
Use this when you need to open a new support ticket with a subject, requester email, and message body.
Create ticket reply
Post a response to an existing ticket. Use this after pulling ticket details to ensure the context is correct.
Search tickets
Find tickets using a search query. Use this to locate specific conversations across the entire support history.
List tickets
Pull a paginated list of tickets. Use this to audit current queue volume or filter by specific criteria.
Assign ticket to team
Route a ticket to a specific team. Use this to ensure the right department handles the request.
Mark as answered
Update the ticket status to answered. Use this immediately after a reply has been sent to the customer.
Archive ticket
Move a resolved ticket to the archive. Use this to clean up the active inbox view.
List ticket comments
Pull the full conversation history and internal notes for a specific ticket ID.
Create snippet
Save a reusable response template. Use this to standardize answers for common customer questions.
Fetch snippets
List all saved response snippets available for the company to use in replies.
Get first response report
Pull average first response time data points for a specific period to analyze team speed.
Mark as spam
Flag a ticket as spam. Use this to remove malicious or unwanted submissions from the queue.
Archive SupportBee Ticket
Tool to archive a supportbee ticket by its id. use when you want to move resolved tickets to the archive.
Create Rule
Tool to create a new routing or automation rule in supportbee. use after defining rule conditions and actions.
Create SupportBee Ticket
Tool to create a new support ticket. use when you need to open a ticket with subject, requester email, and content.
Create SupportBee User
Tool to create a new user in supportbee. use when you need to provision an agent or admin via api.
Delete Snippet
Tool to delete a snippet by its id. use when you need to permanently remove an unwanted snippet.
Delete SupportBee Ticket
Tool to permanently delete a trashed ticket. use when you need to remove a ticket from trash permanently.
Fetch Emails
Tool to retrieve all forwarding email addresses for the company. use when you need to view or manage forwarding emails.
Fetch SupportBee Labels
Tool to retrieve all custom labels. use when you need to list labels for ticket categorization.
Fetch SupportBee Team by ID
Tool to fetch a supportbee team by its id. use when you need to retrieve details of a specific team after confirming its id is valid.
Fetch SupportBee Teams
Tool to retrieve all teams in the company. use when you need to list teams for organizing tickets by team.
Get Avg First Response Time Report
Tool to retrieve average first response time data points. use when analyzing first response performance metrics within a given period.
Get Replies Count Report
Tool to get replies count data points over time. use when analyzing agent reply performance over a date range.
Get Tickets Count Report
Tool to get ticket count data points over time. use when you need the total number of tickets for a given date range.
List Ticket Replies
Tool to list all replies for a specific ticket. use after confirming the ticket id is valid.
Mark SupportBee Ticket as Answered
Tool to mark a ticket as answered. use after sending response to update ticket status.
Mark SupportBee Ticket as Spam
Tool to mark a supportbee ticket as spam. use when you need to flag unwanted or malicious ticket submissions after obtaining the ticket id.
Mark SupportBee Ticket as Unanswered
Tool to mark a ticket as unanswered. use after confirming the ticket was previously marked as answered to revert its status.
Search SupportBee Tickets
Tool to search supportbee tickets. use when you need to find tickets by query with pagination.

30 actions · scroll to see them all

Frequently asked questions

Ceven uses the Assign Ticket to Team action to move conversations to the correct group. When a workflow identifies a specific keyword or customer attribute, such as a VIP tag in your CRM, the agent calls the SupportBee API to update the team ID associated with that ticket. This removes the need for a manual dispatcher to read every email. You can set up logic where technical queries go to engineering and billing queries go to finance. If a ticket needs to be moved again, the agent can unassign the current team before applying a new one to keep the ownership history clean and accurate.
Yes, Ceven can handle the full cycle from intake to archive. The agent monitors the SupportBee ticket stream, analyzes the customer intent, and retrieves a relevant snippet. It then posts the reply and marks the ticket as answered. However, most users prefer a human in the loop for complex issues. In those cases, Ceven drafts the reply and leaves the ticket as unanswered, notifying a human agent to review and click send. Once the human confirms the resolution, a secondary workflow can automatically archive the ticket after forty eight hours of customer silence to maintain a tidy inbox.
Ceven has access to several performance metrics through the reporting tools. It can pull the average first response time, total ticket counts over a date range, and the total number of replies sent by the team. These data points allow you to build a dashboard in your own internal tools or receive a weekly summary via Slack. For example, you can ask Ceven to alert you if the average first response time exceeds four hours over a rolling three day window, allowing you to reallocate staff to the support queue in real time during peak traffic.
Ceven can both read and create snippets in SupportBee. If the agent notices that it is drafting the same custom response repeatedly for a new type of issue, it can suggest creating a new snippet to standardize that answer. Once you approve, the agent uses the Create Snippet action to save it to the library. This ensures that your knowledge base grows organically based on actual customer interactions. When responding to tickets, the agent searches existing snippets first to ensure the language matches your brand voice before augmenting the text with specific customer data.
Yes, SupportBee imposes rate limits on their API calls to ensure platform stability. If a Ceven workflow attempts to bulk update thousands of tickets or pull massive reports in a very short window, you may encounter a 429 Too Many Requests error. Ceven handles this by implementing an exponential backoff strategy, meaning it will pause and retry the request automatically. To avoid delays, we recommend scheduling heavy reporting tasks during off peak hours or processing bulk ticket archives in smaller batches of one hundred rather than attempting to clear the entire trash folder in one call.
Ceven can create and update SupportBee users via the API, which is useful for onboarding new support agents automatically when they are added to your HR system. It can provision an agent account and assign them to the correct teams. However, fine grained permission management, such as restricting specific users from seeing certain labels or folders, is typically handled within the SupportBee admin dashboard. The API allows for the creation and basic modification of user profiles, but the high level security roles are managed through the web interface to ensure administrative oversight.
The agent can be trained to identify patterns common to spam and use the Mark as Spam action to remove them from the main view. For tickets that are no longer relevant, it can move them to the trash. If a ticket was accidentally deleted, Ceven can use the Untrash action to restore it to the active queue. This is particularly useful if a customer follows up on a ticket that was mistakenly trashed. You can build a safety workflow that scans the trash folder daily for any new replies from customers and automatically restores those tickets for human review.
Absolutely. Ceven can interact with all teams configured in your SupportBee account. By calling the Fetch SupportBee Teams action, the agent stays updated on your current team structure. When a ticket arrives, the agent evaluates the content and matches it to the most appropriate team ID. If a ticket is too complex for one team, the agent can move it between teams as it progresses through different stages of resolution. This ensures that a ticket starting in general support can be seamlessly transitioned to a technical specialist without the customer having to repeat their issue.

Alternatives to Supportbee

Other tools that solve a similar problem. Ceven supports these too, so you can switch or run more than one at once.

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