What if the angry emails didn't hit you first?
Support isn't just about solving problems. It's about absorbing frustration, staying calm under pressure, and somehow not letting it affect the rest of your day. What if you didn't have to carry that weight?
You know the feeling
It's 7:43 AM. You haven't even had coffee yet, but you're already checking your inbox. There's a subject line in all caps. Your stomach tightens before you even click it.
“THIS IS COMPLETELY UNACCEPTABLE.”
The customer is furious about something that probably isn't even your fault. But it doesn't matter. You feel it anyway. The accusation. The frustration directed at you. By the time you've crafted a careful, professional response, twenty minutes have passed and your mood is shot for the morning.
This is what support does to people. Not the problem-solving — that's fine. It's the emotional labor. The constant absorption of other people's frustration. Day after day after day.
The real cost of support
It's not the tickets. It's what they do to you.
The repetitive questions you could handle. It's the emotional weight that wears you down.
The dread before checking
That moment of hesitation before opening your inbox. What's waiting this time? What fire needs putting out? The anxiety starts before you even see what's there.
Taking it personally
When they attack your product, they're attacking your work. Your decisions. You try not to take it personally, but you built this thing. Of course it stings.
The ruined morning
One angry email at 8 AM colors your entire day. You're distracted in meetings, short with colleagues, still composing rebuttals in your head hours later.
The avoidance spiral
You start putting off checking support. The pile grows. The guilt builds. Which makes checking even harder. The cycle feeds itself.
Your emotional shield
What if you weren't the first one to read the angry email?
Pontius reads it first. By the time it reaches you, the AI has already drafted a calm, professional response. The emotional charge is neutralized. You're reviewing a solution, not absorbing an attack.
The customer still gets handled. The problem still gets solved. But you don't have to be the punching bag. You don't have to absorb the frustration, craft the careful response, manage your own emotions while managing theirs.
“Stop absorbing every angry email personally.”
The transformation
A different kind of morning
It's 7:43 AM. You open Pontius instead of your inbox directly. You see a summary:
# Overnight support summary
✓ 8 tickets auto-resolved (password resets, how-tos)
● 4 drafts ready for your review
! 1 escalation needs your attention (VIP customer)
You review the drafts. Three look perfect — approve with a click. One needs a small tweak to the tone. The escalation? It's a real issue that genuinely needs your expertise. You handle it personally, but you're fresh. Focused. Not already depleted from wading through frustration.
The angry all-caps email? It was in there. Pontius already responded — professionally, calmly, addressing the actual issue. You never had to read it. The customer got help. You kept your morning.
How the support flow works
You stay in control. But you choose where to spend your energy.
Ticket arrives
Customer sends an email. Could be routine, could be angry, could be urgent.
Pontius reads first
AI identifies the issue, checks your templates, and drafts a response in your tone.
You review the digest
Approve drafts, tweak where needed. Routine stuff handled in batch. No emotional drain.
You handle exceptions
VIPs, edge cases, things that genuinely need you. Fresh and focused, not depleted.
The secret sauce
A knowledge base that actually learns support
Every ticket makes Pontius smarter at handling the next one.
Contacts with history
When Alex emails again, Pontius knows: lifetime customer, had an activation issue last month, prefers casual tone, usually quick to resolve.
Context travels with the customer, not trapped in your head.
Templates that evolve
Your best responses become templates. Password reset email that works? Saved. Tone that calms angry customers? Learned.
Your proven responses, ready instantly.
Patterns that trigger actions
“Billing” in subject? CC your accountant. VIP domain? Flag for immediate attention. Known bug? Auto-link to status page.
Rules that run automatically, consistently.
Priority flagging
Enterprise customers get escalated. Repeat issues get flagged. Urgent keywords trigger immediate attention. You set the rules once.
Important things surface. Noise gets handled.
See it in action
A real support workflow — from angry ticket to calm resolution.
$ pontius list --folder "Support"
UID FROM SUBJECT
38001 [email protected] Can't login to my account
38002 [email protected] THIS IS UNACCEPTABLE
38003 [email protected] Quick question about API
$ pontius read 38002
From: [email protected]
Subject: THIS IS UNACCEPTABLE
---
I've been waiting THREE DAYS for a response about my
billing issue. This is the worst customer service I've
ever experienced. I want a refund IMMEDIATELY.
# AI drafts the response. You review and send.
$ pontius reply 38002 "Hi there,
I sincerely apologize for the delay — that's not the
experience we want you to have. I've looked into your
billing issue and resolved it.
I've also credited your account for the inconvenience.
Please let me know if there's anything else I can help with.
Best,
Support Team"
Sent.
# Calm, professional, problem solved. You never had to
# craft that response while absorbing the anger.Everything you need for support
This isn't about efficiency
Yes, you'll handle tickets faster. Yes, response times will improve. But the real benefit is harder to measure.
It's the morning that doesn't get ruined. The meeting where you're actually present. The evening where you're not still replaying that angry email in your head. It's protecting your mental space from the constant drip of other people's frustration.
Ready to get ahead?
Stop letting customer emails dictate your emotional state. Handle support without the burnout.
We believe you should own your software. No monthly rent extraction. No "stop paying, lose access." Buy it, own it, keep it forever.
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