The built-in helpdesk of AI Assistent transforms every incoming customer question — via chat, email or form — into a structured ticket. Each ticket is automatically assigned a priority based on the message content, the customer's value and any keywords you define as urgent. Your team always knows what to tackle first.
SLA timers ensure no ticket slips through the cracks. You set response and resolution times per priority level. If a ticket is approaching a deadline, the responsible agent — and optionally a manager — receives an automatic alert. This guarantees a consistent service experience for your customers, even during busy periods.
Tickets are displayed in a shared inbox that all team members can view and manage. Assign tickets to specific agents or teams, add internal notes invisible to customers and move tickets between categories with ease. Customer service managers gain insight through clear reports: average response time, SLA compliance rate, ticket volume per period and individual agent performance.
The combination of AI automation and human oversight makes the system exceptionally efficient. The AI answers simple questions directly and fully automatically, while more complex requests are queued as tickets for a human agent. The result: less repetitive work for your team, faster service for your customers and a complete audit trail of every interaction.