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 IntegrationTestimonials
See how businesses eliminate backlogs and resolve tickets faster with intelligent automation.
"Working with Converiqo to build our AI chatbot has revolutionized how BayCabs connects with our customers. Our passengers love booking their rides quickly through a simple chat-no complicated apps or menus. It’s like having a friendly dispatcher available 24/7. The bot handles everything from price quotes to booking confirmations, freeing our team to focus on delivering excellent taxi service. Since launch, we’ve seen faster bookings, happier customers, and smoother operations overall. Converiqo didn’t just build us a tool; they helped us future-proof our service with intelligent automation that truly meets our passengers where they are -online and on WhatsApp."
"Converiqo helped us significantly improve how we engage and qualify website inquiries. The AI chatbot understands visitor intent, explains our services clearly, and captures meaningful project information before handing leads to our team. This has reduced manual back-and-forth and improved the quality of inbound leads we receive. The experience feels professional, intelligent, and aligned with Mobiloitte’s enterprise positioning. Converiqo delivered a practical solution that supports real business outcomes, strong lead qualification, and scalable growth."
Ticketing System FAQ
Everything you need to know about our AI-powered ticketing system
What is ticketing system automation in Converiqo?
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Converiqo ticketing system automation manages issue creation, routing, tracking, and resolution using AI-driven workflows. It centralizes support operations, reduces manual workload, and ensures every customer query or internal request is handled efficiently with full visibility and accountability.
How does AI assist in ticket categorization?
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AI analyzes message intent, keywords, and context to categorize tickets automatically. It applies predefined rules, detects priority levels, and recommends relevant solutions, reducing manual triage work and ensuring faster routing to the right team or agent every time.
Can Converiqo automatically assign tickets to teams?
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Yes. Converiqo assigns tickets based on skills, workload, escalation rules, and department mapping. Automated routing eliminates delays caused by manual assignment, improves response times, and ensures customers receive timely support from the most qualified available team members.
How does automation improve ticket resolution times?
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Automation accelerates resolution by providing agents recommended responses, knowledge articles, and guided workflows. It handles repetitive updates, reminders, and status communication, enabling teams to focus on solving issues quickly instead of managing administrative follow-up tasks.
Does Converiqo support omnichannel ticket creation workflows?
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Yes. Customers can create tickets through email, chat, WhatsApp, SMS, web forms, or portals. Converiqo consolidates all interactions into a unified dashboard, ensuring no request gets lost and every communication channel maintains consistent support quality.
How do SLA-based automations control ticket priorities?
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Converiqo monitors service-level agreements and automatically escalates overdue or high-impact tickets. It triggers alerts, reassigns tasks, and adjusts priorities based on urgency, ensuring teams meet commitments and maintain strong performance standards across all support operations.
What self-service options reduce ticket volume significantly?
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AI-driven self-service resolves routine questions, provides instant troubleshooting, and guides users through simple tasks. When customers can solve basic issues independently, the overall ticket volume drops, enabling support teams to focus on complex, high-value problems requiring human expertise.
Can supervisors track agent performance and workload?
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Yes. Converiqo provides dashboards showing ticket volumes, resolution times, backlog levels, SLA breaches, and agent productivity. Supervisors get real-time visibility and can rebalance workloads or allocate resources proactively to maintain operational efficiency and customer satisfaction.
How does Converiqo integrate ticketing with other systems?
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Converiqo syncs ticket data with CRMs, ERPs, communication tools, and collaboration apps. Integrations ensure customer records, service histories, and updates remain consistent across platforms, reducing duplicate work and improving coordination between support, sales, and operational teams.
How quickly can businesses deploy Converiqo’s ticketing automation?
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Most organizations launch automated ticketing within weeks using pre-built templates and guided configuration. They typically start with core ticket routing and SLAs, then expand into self-service, reporting, and advanced automations as the system demonstrates measurable performance improvements.