AI Helpdesk & Ticketing System | Smart Customer Support Software

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AI Helpdesk & Ticketing System | Smart Customer Support Software

Our AI-Powered Helpdesk & Ticketing System is a smart, scalable support platform that automates ticket management, prioritization, and resolution for businesses of all sizes. With AI-driven suggestions, self-service knowledge bases, and multi-channel support (email, chat, social), it ensures faster response times, better customer satisfaction, and efficient team collaboration.

🧩 Modules and Features

1. Multi-Channel Ticket Capture

• Create tickets via email, chat, phone, web, and social media
• Auto-ticket generation from customer interactions
• Unified inbox for all channels
• Customizable ticket forms

2. AI-Powered Ticket Routing

• Auto-prioritization based on issue severity
• Smart assignment to available or most-suited agent
• AI-based tagging and categorization
• SLA tracking and escalation alerts

3. Self-Service Portal

• Searchable knowledge base and FAQs
• AI chatbot for instant answers
• Community forum integration
• Guide builder with images/videos

4. Agent Workspace

• Unified dashboard for open, pending, and resolved tickets
• Internal notes and private comments
• Email templates and canned responses
• Tag, merge, and split tickets

5. Workflow Automation

• Trigger rules for ticket assignment and status updates
• Auto-escalation for overdue tickets
• Email/SMS alerts for ticket changes
• Round-robin and load-balanced task distribution

6. Customer Feedback & Satisfaction

• CSAT, NPS, and custom surveys post-resolution
• Feedback-driven agent scoring
• Sentiment analysis on replies
• Response time and satisfaction reports

7. Reporting & Analytics

• Ticket volume, resolution time, and SLA compliance
• Agent performance dashboards
• AI insights for common issues and automation scope
• Exportable reports (PDF, Excel)

8. Team Collaboration Tools

• Agent collision detection
• Task assignment and internal ticket forwarding
• Shared notes and updates
• Role-based access controls

9. Mobile App Access

• Manage tickets on the go
• Push notifications for urgent cases
• Agent and manager view modes
• Respond via chat or email through mobile

10. Integrations & APIs

• Integrate with CRM, live chat, and ERP systems
• Zapier and webhook support
• API for custom workflows
• Sync with Slack, Microsoft Teams, or Gmail

🔑 Key Features at a Glance

• AI-based ticket classification and routing
• Omnichannel support (email, chat, phone, social)
• Self-service with chatbot and knowledge base
• SLA tracking with automation and alerts
• Internal collaboration and agent dashboards
• Feedback surveys and performance analytics
• Mobile support for agents and managers
• Integration-ready with APIs and popular tools