Support is a big part of running Mailcoach. Every day people write in with questions about deliverability, about a campaign that did not go out the way they expected, or about how to wire Mailcoach into their own app. Answering those well, and quickly, matters as much as any feature we ship.
For years we tried to find a help desk we actually enjoyed using. We never really did, so we built one.
The tools we tried never quite fit
Most cloud based help desks are built for large support organisations. They come with omni-channel routing, elaborate role structures for different departments, and event triggered automations that a small team will never touch. That is genuinely useful if you have fifty agents and a tiered escalation policy. It is a lot of weight if you have a handful of people who each know the product inside out.
The result is that you pay for a tool that needs to do less than it does, and you spend your day working around the parts you did not want. Slow interfaces, too many clicks to get to the thing you were looking for, and a ticket list that never quite told us what needed attention first.
What we wanted was fairly plain. A clear overview of what is open, what is in progress, and what is done. Tickets for our different products kept apart. And enough context next to a conversation that you do not have to go digging before you can answer.
So we built There There
There There is an AI-assisted, human-led help desk. It is built by us at Spatie, the same team behind Flare, Mailcoach and Ray, and we are also the people answering your support tickets. It is the tool we always wished existed.
The “human-led” part is deliberate. The AI features are there to get you to a good reply faster, not to answer on your behalf. Nothing is sent without a person deciding to send it, and you can leave the AI features off entirely if that is not how you want to work.
What it does
Summaries pull the actual question out of a ticket. Long threads that have bounced between email and chat get condensed to the thing the customer is asking, so you can scan a queue and decide what to pick up without reading every message.
AI Brain drafts replies and answers questions by searching your customer history, your resolved tickets and any documentation you have imported. There is an “Ask There There” panel next to the conversation, so the context you need is in the same place as the reply you are writing.
Workflows & API handle the repetitive parts. You can route tickets by channel, tag or keyword, auto-reply to the questions that come in over and over, and pull account details in from your own systems through the API so nobody has to go and look them up by hand.
Beyond that there is a chat widget for your site, a public knowledge base that builds itself out of tickets you have already resolved, and weekly and monthly recap digests. There is a REST API, and MCP support if you want to connect your own AI agents to it.
All of it lands in one workspace, so email and chat are not two separate places you have to remember to check.
Using it for Mailcoach
Mailcoach support runs on There There. When you email support@mailcoach.app, that is where it arrives, and that is where we answer it.
The difference we noticed first was in triage. Working out what to pick up used to mean reading through threads to find the question. Now the summary is right there in the list.
The other one is drafting. A lot of support is answering something you have answered before, phrased slightly differently. Having past tickets and our docs searchable from inside the reply window means the second answer takes a fraction of the time the first one did, without turning into a canned response.
As Zuzana, who handles a lot of our support, put it:
I used to spend my morning combing through tickets. Now I have all the context I need right next to the conversation, and There There helps me draft a thoughtful reply in seconds.
Try it
If you are looking for a help desk that stays out of your way, give There There a try. There is a free 14-day trial with everything switched on, and it does not ask for a credit card.