Knowledge Base — live collaboration, anchored comments, instant search
Your team's working memory, wired to the customers and tickets it documents. Real-time collaborative editing, threaded comments anchored to text, page-to-page links, and search that returns the matching passage — not just a list of titles.
Every capability the modern customer team needs
Eleven capabilities that collapse the typical customer-ops stack into one workspace. Each links to a deep-dive page.
Knowledge Base — your team's working memory
Real-time collaborative docs with comment threads anchored to text, page-to-page linking, and search that surfaces the exact passage you needed.
- Live editing across viewers — cursors and changes sync as you type
- Threaded comments anchored to a block or text range, resolvable when done
- [[page]] inline links with autocomplete and backlinks panel
- Full-text search with the matching passage highlighted
- Bidirectional links between tasks and pages
Onboarding templates that scale
Build a multi-week onboarding plan once. Every new customer gets it cloned with dates auto-scheduled against their kickoff — no hand-editing.
- Relative dates that auto-shift to each customer's start date
- Templates clone into a board + tasks in one click
- Milestone markers and color-coded stages for the timeline
- Portal-visible task states so customers know where they are
- Forms inline at each stage to collect what you need
Branded customer portal
Every customer gets a portal scoped to their own data, on your subdomain, with your logo and colors. Replaces "are we on track?" emails.
- White-labeled — your logo, your colors, your subdomain
- Portal users only see their own company's data, never anyone else's
- Ticket submission, form completion, document upload built in
- Live status pulled from your boards and tasks
- Internal notes and ownership stay hidden by default
Boards in Kanban, Gantt, and Table
Switch any board between Kanban cards, a Gantt timeline, and a dense table view without losing filters, sort, or saved-view defaults.
- Kanban for daily work, with drag-to-update cards
- Gantt for sequencing — dependencies and deadlines visible
- Table for bulk editing and dense planning sessions
- Filters and sort persist across the view-switch
- Saved views per user, shareable to the team
Ticketing with email-to-ticket and SLA tracking
Every customer email becomes a ticket with status, priority, multi-assignee, SLA timers, and a clean reply thread — all attached to the customer record.
- Email-to-ticket from Gmail or Outlook, with the thread preserved
- First-response, resolution, and breach timers per ticket
- Internal notes that customers never see, by design
- Multi-assignee, priority, tags, and categories
- CSAT survey auto-sends when a ticket resolves
Team collaboration: roles, internal notes, mentions
Six role tiers, internal-only notes the customer never sees, and @mentions across every record so the team coordinates without leaking context.
- Six role tiers from Owner down to Portal User
- Internal notes hidden from customer view, enforced everywhere
- @mentions trigger notifications and land in the activity log
- Per-team scoping so an agency CSM only sees their clients
- Audit trail for every meaningful action
Forms for intake, onboarding data, and CSAT
Drag-and-drop forms with branching logic, multi-submission, file upload, and a portal-completable layer for customer-facing intake.
- Drag-and-drop builder with conditional sections
- Portal-completable so customers fill on their own time
- Forms linked to tasks for at-stage data collection
- Submissions roll into the customer's activity timeline
- CSAT auto-send on ticket resolution
Summary Reports — weekly views the team actually uses
A snapshot of every board, customer, and task that moved this week, with an editable notes panel right on the page. The view you walk into your Friday meeting with.
- Auto-aggregates what moved in the selected period
- Surfaces at-risk customers with declining activity
- Editable notes panel — multiple people can write together
- Save the view so next Friday starts halfway done
- Optional weekly PDF digest for execs who don't log in
Status Reports and SLA dashboards
Period-over-period view of every customer and project, with SLA breach dashboards and an activity timeline you can query.
- Status Reports: this week vs last week, every project
- SLA dashboards with first-response and resolution times
- Activity timeline — every meaningful event in one log
- Time tracking rolls into billable and non-billable reports
- Saved views per user, shareable across the team
Customer Insights and health
A weighted health score per customer plus an at-risk view that surfaces churn signals before they become churn — operational insight, not a spreadsheet you maintain.
- Health score per customer, computed from real activity
- At-risk view sorted by drop velocity, not just absolute score
- Configurable signal weights per workspace
- 90-day sparkline per customer for trend confirmation
- Daily digest email of newly at-risk customers
Integrations: API, webhooks, email
Wire BlueHill into the rest of your stack via API and outbound webhooks. Native email integration with Gmail, Outlook, and reliable outbound delivery.
- Public API with secure keys per workspace
- Outbound webhooks for tickets, tasks, forms, and status changes
- Email delivery built in — no third-party email plumbing
- Webhook glue for Slack and QuickBooks today
- Native OAuth integrations on the roadmap
Also in BlueHill
Smaller capabilities that show up across every workflow.
Deep dives by feature
Each page digs into how the capability works in practice — workflows, trade-offs, and where BlueHill is honest about what's shipped and what's coming.
Ready to see it in action?
Start a 14-day trial — no credit card required. Set up takes minutes.