Improving Service Operations with an AI Helpdesk Automation Platform
Deliver seamless customer service with intelligent ticketing system automation that accelerates issue resolution and enhances agent productivity. The AI helpdesk automation platform categorizes, prioritizes, and routes tickets automatically, reducing manual handling and response delays. With integrated analytics and machine learning, it provides actionable insights to improve service quality and workflow efficiency. Supported by Converiqo’s automation technology, organizations can optimize support operations, boost customer satisfaction, and build a scalable system that drives faster, more personalized assistance across all communication channels.
Proven Support Results
Our AI-powered ticketing system delivers measurable improvements across all key support metrics
Comprehensive Ticketing Features
From ticket creation to resolution, our AI-powered platform covers every aspect of modern support ticket management
Ticket Creation & Intake
Multi-channel ticket capture and intelligent enrichment
Reduce ticket creation time by 70% with automated intake
- Multi-channel capture (web form, email, chatbot, voice/IVR, WhatsApp/SMS/social)
- Email-to-ticket conversion with context preservation
- Chatbot escalation ("Create a ticket for this issue")
- Voice/IVR ticket creation via transcription
- WhatsApp/SMS/social DMs auto-ticket creation
- Auto-ticket enrichment (attach logs, screenshots, context)
- Priority/urgency auto-detection (keywords, sentiment)
- Duplicate detection & merge
Classification & Routing
AI-powered intent recognition and intelligent routing
Improve routing accuracy by 85% with AI classification
- AI-powered intent recognition (IT issue, HR query, product bug, etc.)
- Auto-tagging & categorization (incident/problem/change)
- Skill-based routing (assign to right agent/team)
- Round-robin/priority queue assignment
- Escalation rules (breach SLA → auto-escalate to higher tier)
Ticket Lifecycle Management
Comprehensive ticket tracking and workflow management
Streamline ticket management with 90% automation
- Status states (New → Open → In Progress → Pending → Resolved → Closed)
- SLA timers & countdowns (per ticket priority)
- Ticket linking (parent-child, duplicates, related)
- Internal notes & comments (not visible to customer)
- Attachments (files, screenshots, logs)
- Task/subtask creation within a ticket
Self-Service & Deflection
Intelligent self-service and ticket deflection
Reduce ticket volume by 40% with smart deflection
- AI suggests relevant KB/FAQ articles before ticket creation
- Ticket auto-resolution (if known workflow exists)
- Customer update bot ("Your ticket is in progress, expected in 2 hours")
- Closed-loop resolution confirmation (customer marks "Resolved / Not Resolved")
Agent Assist & Productivity
AI-powered agent assistance and productivity tools
Boost agent productivity by 60% with AI assistance
- AI-suggested replies/macros
- Draft email/chat responses from past tickets
- Auto-summarization of long ticket threads
- Agent Copilot (next best action guidance)
- Internal AI search (policies, troubleshooting guides)
- Voice-to-ticket transcription for call center agents
Customer Interaction & Visibility
Enhanced customer experience and transparency
Increase customer satisfaction by 75% with better visibility
- Customer portal (view, update, comment on tickets)
- Real-time status tracking (like courier tracking for tickets)
- Omnichannel notifications (email, SMS, WhatsApp)
- CSAT/NPS survey on ticket closure
- Multi-language auto-translation
Analytics & Reporting
Comprehensive support analytics and insights
Make data-driven decisions with 360° support insights
- Ticket volume trends (by category, channel, region)
- SLA compliance reports (breach %, avg resolution time)
- Agent productivity metrics (tickets handled, FCR rate)
- Deflection rate (self-service vs. ticket creation)
- Root cause analysis (AI groups by recurring issue themes)
- Customer satisfaction dashboards
AI-Powered Differentiators
Next-generation AI capabilities for support optimization
Stay ahead with cutting-edge AI support intelligence
- Conversational ticketing (bot handles entire workflow until resolution)
- Predictive ticket routing (AI predicts best agent/team for resolution)
- Ticket clustering (AI groups similar tickets → mass resolution)
- Sentiment-triggered escalation (angry customer → auto-escalate)
- Generative auto-resolution (AI drafts final response, attaches proof)
- Ticket anomaly detection (fraudulent / fake requests flagged)
- Multi-agent orchestration (unified ticket feed across departments)
Advanced AI-Powered Features
Next-generation capabilities that set you apart from traditional ticketing systems
Field Service Integration
Tickets → work orders → technician dispatch for on-site support
Visual Ticketing
Customer uploads photo/video of issue, AI categorizes and routes
IoT Ticket Automation
Connected devices auto-raise service tickets based on alerts
Proactive Ticketing
AI raises ticket before user reports, based on system alerts
Chat-to-Ticket Summarization
Auto-summarize chat conversations for agents in Slack/MS Teams
Seamless Integrations
Connect with your existing support tools and platforms for a unified experience
Don't see your tool? We support 100+ integrations and custom API connections.
Request IntegrationTicketing System FAQ
Everything you need to know about our AI-powered ticketing system
What is AI ticketing automation?
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AI ticketing automation uses artificial intelligence to categorize, assign, and resolve customer tickets faster by understanding intent and context.
How does AI-powered ticket routing work?
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AI analyzes ticket content, urgency, and history to route it to the most qualified agent or team, ensuring quick and accurate resolutions.
Can Converiqo handle tickets from multiple channels?
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Yes. The system unifies tickets from email, chat, voice, WhatsApp, SMS, and social media into one dashboard with full context.
How does self-service ticket deflection reduce workload?
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AI detects common queries and offers instant solutions or FAQs before ticket creation, cutting overall ticket volume by up to 40%.
How does AI assist support agents?
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Agents receive AI-generated reply suggestions, auto-drafted responses, conversation summaries, and knowledge recommendations to boost speed and accuracy.
Does the platform include real-time analytics?
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Yes. You can track SLAs, ticket trends, resolution time, agent performance, and deflection rates in real time.
Can AI learn from past tickets?
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Absolutely. AI continuously improves by analyzing historical tickets and feedback to enhance future routing and response accuracy.
How secure is the AI ticketing platform?
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Converiqo includes GDPR and DPDP compliance, PII masking, role-based permissions, and encrypted integrations across all channels.
How does the system integrate with existing tools?
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It connects seamlessly with CRMs, knowledge bases, and chat platforms to sync customer data and improve response consistency.
How quickly can businesses deploy Converiqo’s ticketing automation?
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Most organizations go live in 2-4 weeks with pre-built workflows, training, and guided onboarding support.
Transform Your Support Operations
Join hundreds of companies using our AI-powered ticketing system to achieve 50% faster resolution times and 85% improved routing accuracy.