Rule 01 / Retrieve first
The answer should arrive before the agent does.
Every feature is judged by one question: does it shorten the distance between a customer’s question and the right reply? If not, it waits outside.
Spec 00 / About Fetch
The helpdesk for teams too small for a helpdesk.
Fetch was built for the people who answer the email, and who’d like to stop answering the same one twice.
01 / The problem
Answers existed. They were just somewhere else.
A small support team doesn’t usually fail at caring. It fails at finding. The refund wording lives in a doc, the clever reply from March lives in someone’s sent folder, and the DM lives in an app only one person has open.
The enterprise suites that promise to fix this arrive with six months of configuration and a pricing page that needs a consultant. Fetch started from the opposite end: keep the inbox, keep the knowledge base, throw out the rest.
- A.01The inbox nobody ownsChannels
- A.02The doc nobody can findArticles
- A.03The reply only Maya remembersPast tickets
- A.04The thread nobody can followHistory
02 / Principles
Four house rules, pinned above the water bowl
Rule 02 / Small is a feature
Three agents shouldn’t need a project manager.
Setup fits in one sitting, and rules read like sentences. No certification required to change an assignee.
Rule 03 / Show your work
Suggestions say where they came from.
Each suggested reply names its source, an article or a past ticket, so agents can trust it or overrule it in a glance.
Rule 04 / Write what’s missing
A knowledge base should learn from its own misses.
Searches that return nothing are logged and ranked. The help center tells you what to write next, which is rude, and also correct.
03 / How it’s built
Boring where it counts, clever where it helps
- Matching
Fetch reads the incoming message and compares it with your help-center articles and past replies, then ranks matches by relevance.
- Your data
Suggestions come from your own articles and tickets. Nothing from another workspace is ever shown to yours.
- Support
Questions go to contact@fetchshared.com and are answered by people who use the product daily. The Kennel plan adds a dedicated success manager.
- Integrations
Webhooks and plain JSON through the API, plus connections to the billing, CRM and automation tools teams already run.
Fig. 01 · Reply sources, last 28 days
04 / Where it’s heading
The walk ahead, mapped in three legs
Direction, not promises with dates attached. We’d rather ship a thing than announce it twice.
Now
In the inbox today
- Email, chat, social and SMS in one queue
- Suggested replies with sources
- Article-gap report
- SLA timers and plain-English rules
Next
Being sharpened
- Faster, tighter matching on short messages
- One-click article drafts from gap reports
- More rule conditions, same sentence style
Later
On the long leash
- Richer QA review for larger teams
- Wider API coverage for odd little tools
- Help-center themes that look like you
Spec 99 / Next step
Meet the pack that fetches.
Three plans, one shared inbox, and a knowledge base with an excellent memory. Pick the size that fits your team.
See plans