Intelligent SupportTicket Management
AI-powered ticketing system with intelligent routing, automated resolution, self-service deflection, and predictive analytics for superior support operations
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
How does AI-powered ticket routing work?
Our AI analyzes ticket content, intent, complexity, and historical data to automatically route tickets to the most suitable agent or team. It considers agent expertise, current workload, and resolution history to ensure optimal assignment and faster resolution times.
Can the system handle multiple channels for ticket creation?
Yes! Our platform supports ticket creation from web forms, email, chatbots, voice/IVR systems, WhatsApp, SMS, social media DMs, and more. All tickets are unified in a single dashboard with context preservation and intelligent enrichment.
How does the self-service deflection feature work?
Before creating a ticket, our AI analyzes the customer's query and suggests relevant knowledge base articles, FAQs, or automated solutions. It can also auto-resolve common issues using predefined workflows, reducing ticket volume by up to 40%.
What kind of AI assistance do agents receive?
Agents get AI-suggested replies, auto-generated response drafts from similar past tickets, thread summarization, next-best-action guidance, internal knowledge search, and voice-to-ticket transcription. This boosts productivity by 60% while maintaining quality.
How comprehensive are the analytics and reporting features?
We provide ticket volume trends, SLA compliance reports, agent productivity metrics, deflection rates, root cause analysis with AI grouping, and customer satisfaction dashboards. All data is real-time and actionable for continuous improvement.
Is compliance and security built into the platform?
Yes, we include GDPR/DPDP audit trails, PII redaction, role-based access controls, data retention policies, and secure integrations. Your ticketing system remains compliant across all channels and regions with full audit capabilities.
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.