AI triage on every ticket
Each new ticket gets an urgency rating from Low to Urgent and a draft first reply, ready for a person to review.
Support desk
A ticket desk for support staff where AI suggests and people decide. Nothing is sent or assigned automatically.
01What it does
Inside the product
Ticketing with AI triage, attachments and video meetings — so every customer question has an owner and an answer.
Replies you can trust
AI drafts replies, checks tone and completeness before sending, and summarises long threads so anyone can catch up.
Early warnings
Flags tickets at risk of missing their response-time target, suggests who should take them and how to rebalance workload.
Attachments
Customers attach images or PDFs to their ticket; staff can add screenshots of their own.
Video calls on tickets
Staff can start a video call from the ticket and the customer joins from the platform. New and rolling out.
Clean hand-offs
AI-drafted resolution notes (summary, root cause, action taken), an audit log, escalations, workload pages and CSV export.
02How it works
Step by step
- 1
Ticket raised
A customer opens a ticket from the platform, with attachments if needed.
- 2
AI triage
The desk rates urgency and drafts a first reply.
- 3
People act
Staff assign it, reply with an AI check, or start a video call.
- 4
Resolved
The ticket closes with AI-drafted resolution notes for the record.
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