Routing
Questions Land Wherever They Land
A request goes to the rep the partner met last, or a mailbox three people half-watch. Some get answered twice. Some never get answered at all.
Partners raise support requests from inside the portal, in context, without emailing a rep and hoping. Your team works one queue with a named owner and a visible status, while an always-on AI assistant answers the routine questions before they ever become a ticket.
Your partners are a sales channel, not a mailing list. Right now their questions arrive wherever they happen to land, and nobody can say what is still outstanding.
A request goes to the rep the partner met last, or a mailbox three people half-watch. Some get answered twice. Some never get answered at all.
Nothing tells a partner whether anyone picked their request up. So they follow up on Slack, then email again, and your team answers the same thing three times.
Where is the latest deck, how do I register this deal, what is the discount band. Routine questions eat the hours your team should spend on the hard ones.
Every partner request in a single queue with an owner, a status, and a full audit trail. Your team sees the whole queue. Each partner sees only their own organisation.
Partners ask in context, your team works one queue, every move is on the record, and the easy questions never reach a human.
A partner hits a wall on a deal registration or cannot find a piece of collateral, and raises a request from the page they are already on. No hunting for the right email address, and no guessing who owns it.
Every request arrives in a single queue your team works together. Assign an owner, move the status, and the partner can see exactly where things stand without asking anyone.
Open, in progress, resolved. Every move is stamped with who made it and when, so a request sitting untouched is obvious at a glance, and a resolved one keeps its history if it needs reopening.
The Partner Activation Agent is trained on your own content and answers inside the portal, day or night. Partners get the answer immediately, and your queue holds the requests that genuinely need a person.
A generic ticketing tool treats your partners like anonymous customers. Airstride treats them like a sales channel, with support sitting next to the deals, content, and training they already use.
Requests come from the same portal partners use to register deals and pull collateral. One login, one destination, no separate partner helpdesk to remember.
Read and write access are permission gated. Partners only ever see their own organisation’s requests, and your staff see the queue for your org.
The Partner Activation Agent handles the repeat questions from your own content, so what reaches a human is the work that needs judgement.
A defined lifecycle plus an audit trail means you can see what was asked, who took it, and how long it sat before anyone replied.
Support is one surface inside the partner portal. What gets partners there, and what runs alongside it, lives in the same place.
What channel leaders ask before they give partners a real support channel. Something else on your mind?
Talk to SalesA shared inbox has no owner and no status, so partners chase and requests go stale. A generic helpdesk has both, but it lives outside the portal and knows nothing about your partners. Airstride puts channel partner support in the portal your partners already use, scoped by partner organisation, next to their deals, content, and training.
Give them a support channel with a named owner, a visible status, and an AI assistant that handles the easy ones first.