Product · Module
Helpdesk
Tickets with auto-categorisation, SLA tracking, real-time chat per ticket, KB articles, CSAT surveys, major-incident escalation, and ITIL-style change requests.
Capabilities
What helpdesk ships with
Multi-channel intake
Web, email, WhatsApp Business webhook, in-product. One ticket queue, one SLA clock.
AI-assisted urgency triage
Real LLM scoring (Anthropic Claude) ranks new tickets by urgency. Configurable threshold; humans always own the decision.
Real-time chat per ticket
WebSocket-backed thread between requester and assignee — with attachments, mentions, and edits.
KB articles + suggestions
Markdown editor with live preview. KB suggestions surface on intake based on similar resolved tickets.
CSAT + major-incident flow
Post-resolution CSAT capture and a documented major-incident escalation path with named owners.
ITIL change requests
Risk + change_type + CAB approval routing. Audit-logged, with rollback notes captured.
How it works
Implementation in days, not months
- 1
Connect your channels
Email, WhatsApp Business, web widget — all routed to one queue.
- 2
Set SLAs and approver chains
Per-priority SLAs and per-category approval routes.
- 3
Triage, chat, resolve
Agents handle tickets in chat, attach evidence, close with KB feedback and CSAT.
- 4
Learn and improve
Closed tickets feed the KB; the KB feeds the next ticket.
An honest note on intelligence
Ticket urgency scoring uses real Anthropic Claude API. Predictions are advisory; agents and approvers always make the final call. Custom forms for HSE incidents and ITIL change requests are form-based today; the drag-drop form builder ships in v1.1.
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