Features

Scitor provides a comprehensive set of features for managing customer support directly from GitHub.

Core features

Slash Commands

Control Scitor using slash commands in issue and discussion comments. Send replies, block senders, generate reports, and manage your documentation site.

Saved Replies

Reusable response templates stored as Markdown files in your repository. Answer common questions in one command with /reply, with template variables and AI-powered suggestions.

AI Analysis

Automatic sentiment detection, categorization, and summarization of inbound emails and form submissions. Triage every ticket instantly without lifting a finger.

Language Detection

Automatically detect the language of inbound messages and apply a lang:<code> label (e.g. lang:de, lang:fr). Instantly see which tickets need a native-language response.

Knowledge Base

Build a help center or documentation website from markdown files in your repository. Supports a card-grid homepage, featured articles, related articles cross-linking, themes, search, custom domains, and an integrated contact form.

Article Feedback Widget

Collect “Was this article helpful? 👍 👎” votes from your docs readers. Votes are anonymously deduplicated and aggregated per article so you can quickly spot content that needs improvement.

Labels & Organization

Automatic label management for sentiment, category, and spam score. Keep your support issues organized without manual effort.

Web Forms

Create embeddable web forms for your website, or add a built-in contact form to your docs site. Submissions are converted to GitHub Issues or Discussions just like emails.

Spam Detection

Every inbound email receives a spam score label, helping you identify and manage potential spam.

Blocked Senders

Block specific email addresses from creating new issues. Blocked senders’ emails are silently dropped.

Reports & Analytics

Generate monthly reports showing ticket volume, first-response times, resolution times, per-assignee breakdowns, and channel mix.

SLA Tracking

Automatically track response and resolution times with configurable SLA targets, business hours, and escalation. Pro feature.

Ticket Priority

AI auto-assigns priority levels (urgent, high, medium, low) based on content analysis. Use the /priority command to view or change priority, with automatic SLA recalculation.

Scheduled Follow-ups

Schedule follow-up messages on tickets with /followup and /schedule commands. Enable auto follow-ups to automatically nudge customers who haven’t responded, with configurable templates and auto-close.

Unsubscribe Handling

Automatic handling of email unsubscribe requests. When a customer clicks “Unsubscribe”, Scitor posts a notification on the ticket, applies a label, and cancels pending follow-ups.

Customer Satisfaction (CSAT)

Automatically send post-resolution surveys after ticket resolution. Supports multiple survey variants — CSAT (1-5 stars), NPS (0-10 recommendation), thumbs (👍/👎), and CES (Customer Effort Score, 1-7). Track scores, response rates, and distributions. Included in monthly reports. Pro feature.

Contact Database

Automatically build and maintain customer profiles from inbound emails. Track tags, notes, companies, and VIP domains. Manage contacts with the /customer command. Enterprise feature.

Customer History

Get instant context when a returning customer opens a new ticket. Scitor posts a collapsed comment showing past interactions, CSAT scores, and team notes. Enterprise feature.

Routing & Auto-Assignment

Get tickets to the right person automatically. Route inbound support to specific team members based on AI-detected categories, priority, or labels — no manual triage needed. Pro feature.

Suggestion Board

Collect feature ideas and votes from your docs site visitors. Suggestions become GitHub Issues on a dedicated Project board with a “Votes” column — the most popular ideas surface to the top. Pro feature.

Public Ticket Portal

Give each customer a secure, per-ticket URL where they can view their conversation and post a reply from a browser — no email or account needed. CAPTCHA-protected and auto-expires after close.

Reopen on Reply

Customer replies to a closed ticket automatically reopen it instead of disappearing or creating duplicates. Configurable per repository.

Rate Limiting

Cap how many inbound emails a single sender can submit per minute and per hour. Sliding-window limits stop runaway scripts and mail loops without disrupting normal traffic.

Deduplication

Match follow-up emails back to existing tickets even when the customer doesn’t use the per-ticket reply address. Subject + sender matching with a configurable lookback window.