Industry
Support ops for the team behind a product
Software support is its own discipline: product-aware tickets, engineering escalation paths, customer-health metrics, and tight feedback loops. Orbit gives software support teams the platform without forcing them into a generic CRM.
Who it's for
- Software vendors with customer support orgs
- SaaS support teams at growth-stage companies
- Product help desks serving B2B customers
Pain points we solve
- Engineering escalations bouncing between Jira and the support tool
- Customer context lost between sales and support
- Health metrics not flowing back to product or CSM
How Orbit fits
Orbit handles the customer-facing support layer with a model that respects engineering escalation, customer-health signals, and feedback flow.
How it runs in Orbit
- 1Inbound from email, portal, or in-app
- 2Tier 1 triages, owns, and resolves where possible
- 3Engineering escalations route through structured workflow
- 4Customer-health signals surface trends
- 5Feedback loops to product
What teams get
- Faster engineering escalation cycles
- Customer-health visible at scale
- Cleaner feedback to product teams
Capabilities
What Orbit delivers
Engineering escalation workflow
Structured handoff to engineering with required fields.
Customer health metrics
Health score per account.
Common use cases
When teams reach for this
- SaaS customer support
- B2B software help desks
- Multi-product support teams
Frequently asked questions
- Does Orbit work for in-house product support teams?
- Yes — software companies use Orbit for L1/L2 customer support, internal escalations, and engineering handoff. The ticket model handles bug reports, feature requests, and account questions in one queue.
- Can Orbit integrate with our product analytics or issue tracker?
- Email-to-ticket, API webhooks, and Zapier connections cover most flows into Jira, Linear, or Sentry. Orbit owns the customer-facing layer; engineering tools own the internal layer.
Get started
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