Commonplace helps real estate developers and local governments consult with communities. Their platform has supported more than 3,000 consultations and reached a significant share of the UK population, which made support quality and feedback visibility critical.
Before Gleap, feedback and support signals were split across Slack, JIRA, and other tools. That made it difficult for product, commercial, and support teams to keep one shared view of user needs. Commonplace needed a simpler system that could serve B2B customers, end users, and internal teams without adding unnecessary complexity.
Gleap became the central place for bug reports, feature requests, Kai-powered first-line support, knowledge base articles, custom work boards, roadmap communication, and integrations with JIRA and HubSpot.
The impact showed up quickly: more than half of support requests are now resolved through self-service, Kai handles roughly 50 to 60 percent of inbound cases that would otherwise reach the team, and 90 percent of tickets are resolved in two or fewer replies.
