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.
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.
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 activity reports showing inbound emails, outbound emails, and form submissions over time.
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 satisfaction surveys after ticket resolution. Track CSAT scores, response rates, and rating 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.