Agentic AI — Smart Ticketing

AI Ticketing That Resolves
71% of L1 Tickets Without Human Touch

Deploy an AI-powered ticketing system that classifies, prioritises, auto-resolves, and routes every support ticket — across email, WhatsApp, web, and phone — with SLA monitoring and real-time CSAT tracking. Integrate with your existing Freshdesk, Zendesk, or ServiceNow in days.

71%
L1 Ticket Auto-Resolution
<8s
Avg. First Response Time
99.5%
SLA Compliance Rate
3.2
FTE Capacity Freed per 1000 Tickets
Core Capabilities

AI Smart Ticketing — End to End

AI-Powered Ticket Classification

Every incoming ticket — email, WhatsApp, web form, or phone — is automatically classified by category, priority, sentiment, and SLA tier. No manual triage. No misrouted tickets.

  • Multi-channel ticket ingestion
  • Category and priority classification
  • Sentiment-based urgency scoring
  • SLA tier auto-assignment

Intelligent Auto-Resolution

For L1 tickets — password resets, policy queries, status updates, FAQ responses — the AI agent resolves them automatically using your knowledge base, without human intervention.

  • L1 ticket auto-resolution
  • Knowledge base RAG integration
  • Personalised response generation
  • Resolution confidence scoring

Smart Agent Routing

Tickets that require human attention are routed to the right agent — by skill, availability, language, and workload — with full context, suggested resolution, and relevant knowledge articles pre-loaded.

  • Skill-based routing engine
  • Workload balancing across agents
  • Language-matched routing
  • Pre-loaded suggested resolutions

SLA Monitoring & Escalation

Real-time SLA tracking with automated escalation when a ticket approaches breach. Escalation paths are configurable by ticket type, customer tier, and business impact — no manual monitoring required.

  • Real-time SLA breach prediction
  • Automated escalation workflows
  • Customer tier-based SLA rules
  • Escalation audit trail

CRM & ITSM Integration

Native integration with Freshdesk, Zendesk, ServiceNow, Jira Service Management, Salesforce Service Cloud, and custom ticketing systems via REST API.

  • Freshdesk, Zendesk, ServiceNow
  • Jira Service Management
  • Salesforce Service Cloud
  • Custom REST API integration

Analytics & CSAT Tracking

Track resolution rates, first-contact resolution, CSAT scores, agent performance, and ticket volume trends from a live dashboard. Identify knowledge gaps and training opportunities automatically.

  • First-contact resolution rate
  • CSAT and NPS tracking
  • Agent performance scorecards
  • Knowledge gap identification

How AI Complaint Management Works

From first contact to resolution — fully automated for L1, intelligently assisted for L2/L3.

Step 01

Ticket Arrives

Customer submits a complaint via email, WhatsApp, web form, or phone. The AI ingests it within seconds regardless of channel.

Step 02

AI Classifies & Scores

The AI classifies the ticket by category, priority, sentiment, and SLA tier. Urgency is scored based on language tone and customer history.

Step 03

Auto-Resolution or Smart Route

L1 tickets are resolved automatically using the knowledge base. L2/L3 tickets are routed to the right agent with context pre-loaded.

Step 04

SLA Monitoring

Every ticket is tracked against its SLA. Automated escalation fires before breach — not after. Customer tier and business impact are factored in.

Step 05

Analytics & Learning

Every resolution feeds back into the model. Knowledge gaps are identified automatically. CSAT is collected and linked to resolution quality.

Frequently Asked Questions

Book Your Free Ticketing Audit

We'll analyse your current ticket volume, identify the top 10 auto-resolvable categories, and outline an 8-week deployment plan.

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Ready to Deflect 71% of Your L1 Tickets?

Book a free 45-minute ticketing audit. We'll analyse your current ticket volume, identify the top 10 auto-resolvable categories, and outline an 8-week deployment plan.