What is Hark

Hark is an all-in-one customer platform. It folds the help desk, the public feedback and roadmap boards, the changelog, the help center, your status page, and your internal work boards into a single system. One customer identity runs through all of it, one workflow engine moves work through it, and a visible AI layer sits on top of it.

Most teams run their customer operation on four or five separate tools that were never designed to talk to each other. A ticket lives in one app, the public roadmap in another, the knowledge base in a third, and the engineering backlog somewhere else again. Every handoff between them is a copy, a paste, and a chance to lose context. Hark exists because those functions were always meant to be one thing.

The four pillars

Support. The inbox is where customer conversations land, get categorized, assigned, and resolved. Live chat, saved replies, internal notes, and a hybrid AI-to-human state machine keep a team fast without losing the thread.

Voice. Public feedback boards let customers tell you what to build, vote on what matters, and watch it move. The roadmap is the same requests, seen as they progress from idea to shipped.

Knowledge. The help center holds your published articles so customers can self-serve, and the changelog tells everyone what changed. A helpful article resolves an issue before it ever becomes a ticket.

Work. Team task boards are where internal work actually happens. When a customer request turns into engineering work, it moves onto a board without leaving the system.

What holds it together

Three ideas turn four pillars into one product.

One customer identity. A person is one record whether they are writing in from your site, voting on a board, or being worked by your team. There are not two copies to keep in sync.

One object, two sides of the glass. The board post a customer sees and the ticket your team works are the same underlying object, viewed from two sides. There is only ever one record underneath.

One visible AI layer. The AI is a presence you can see and use, not hidden plumbing. It suggests answers to customers, guides your team as a copilot, and can act on its own through flows. Whenever it acts on its own, it leaves a trail a privileged user can follow.

Who uses Hark

Hark serves two audiences from one system:

• Your team (staff) sign in to the workspace app: the inbox, live chat console, analytics, boards, and settings. Their access is set by role.
• Your customers reach the public surfaces: the embedded chat widget, the customer portal, feedback boards, roadmap, changelog, help center, and status page. No customer ever sees the internal app.

Where to go next

If you are setting up for the first time, read Create your workspace, then Invite your team and Roles and permissions. To understand how a single conversation flows from a bot answer to a live agent to a resolved ticket, read The support lifecycle next.