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Completely rebuilt the auto-resolution pipeline. Ticket resolution is now 60% faster with improved accuracy on common IT issues like password resets, VPN problems, and software installs. The engine now handles multi-step troubleshooting without human intervention.
AI EngineFull multi-channel support is here. Employees can now submit, track, and respond to tickets directly from Slack or Microsoft Teams without ever leaving the app. Bi-directional sync keeps everything in one place.
IntegrationProactive alerts before SLA violations happen. The system analyzes ticket velocity, agent workload, and historical patterns to flag tickets at risk of breaching SLA targets. Escalation triggers automatically when risk is detected.
AI EngineThe knowledge base now curates itself. When tickets are resolved, the AI extracts the solution and creates or updates knowledge base articles automatically. Duplicate articles are merged, outdated ones are flagged for review.
FeatureEmail, chat, Slack, and Teams tickets all appear in a single dashboard. Filter by channel, priority, or assignee. No more switching between tools to see the full picture of your support queue.
FeatureDrag-and-drop automation rules for ticket routing, escalation, and assignment. Define conditions, triggers, and actions without writing code. Templates included for common IT workflows like onboarding, offboarding, and access requests.
FeatureReal-time metrics and trend analysis for IT operations. Track resolution times, agent performance, ticket volume patterns, and SLA compliance. Export reports as PDF or CSV. Scheduled email reports available.
FeatureAI-powered IT helpdesk goes live. Full ticketing system with AI analysis, AnyDesk remote support integration, knowledge base, SLA tracking, and multi-tenant support for managed service providers. The start of a new way to handle IT support.
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