Solution 03 · Operations and support
Tickets classified and prioritised on arrival, drafts written from your knowledge base and SLAs watched by the minute, on top of the helpdesk you already have.
| Process | Today | Automated |
|---|---|---|
| Ticket triage | A person reads, categorises, prioritises and assigns each one | Category, priority and team assigned instantly |
| Repetitive replies | The agent writes from scratch every time | A draft generated from your knowledge base; the agent reviews, corrects and sends |
| SLA compliance | Queue by arrival order; SLAs slip with no warning | Queue ordered by risk, with a warning before breach and automatic escalation |
| Duplicate tickets | Several agents work the same incident without knowing | Automatic grouping, a major-incident alert and a single postmortem |
01
Every ticket, wherever it comes from, arrives already carrying its category, its priority and the product affected. Priority comes from what the ticket says, not from what the customer ticked. Consistent labelling from the first minute.
02
For the questions asked again and again, the AI writes the draft from your documentation and your past resolutions. The agent reviews and sends. What gets corrected feeds back into the system.
03
The queue is ordered by risk of breach rather than arrival time, with a warning before anything slips and automatic escalation if something urgent stalls.
04
If several tickets with the same root arrive within minutes, the system groups them and flags a major incident, instead of five people working the same thing separately.
In the diagnostic we estimate it with your real volumes and tell you what share of the queue can be resolved without human intervention.
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