SupportDesk
AI-driven ticketing built into GothiaAI Portal. Automatic triage, SLA monitoring and AI-suggested replies in the same platform as your CRM.
Updated
Features
Built and internally tested. Awaiting external launch.
Automatic triage
AI and rule-based logic sorts and prioritizes tickets automatically as they arrive.
SLA monitoring
Automatic reminders before a deadline is missed, with clear real-time status.
Copilot suggestions
AI suggests replies based on past tickets and customer data. The agent approves or edits.
Kanban view
Open, in progress, waiting on customer, resolved, closed. The same overview as deals in ClientDesk.
Email straight into tickets
Incoming email automatically becomes tickets, no manual copy-pasting.
Customer satisfaction
Measure satisfaction per ticket and track trends over time.
How SupportDesk works
Four parts of the work in SupportDesk, from an incoming email to a satisfied customer.
From email to ticket
Incoming email to a configured mailbox becomes tickets automatically. New tickets can be auto-triaged, so a category and priority are suggested from the content. Tickets can also be created by hand with New ticket.
Reply and write internal notes
Open a ticket to see the whole message thread and reply to the customer. Internal notes are marked separately and are visible only to your team. Replies and notes sit in the same thread, so you see the whole history in one place.
Keep track of the SLA
You set the longest response time in hours for each priority, from urgent to low. Tickets that are close to the limit are marked on the board and in notifications, and the system can also email a warning.
Let customers follow their tickets
As an option, customers can log in to see their tickets and write messages on them. An administrator turns the feature on.
What it looks like
How to set up SupportDesk
- 1
Connect the shared mailbox under Settings → General. The mailbox applies to all modules, and once it is connected, incoming email becomes tickets.
- 2
Go to Settings → SupportDesk and set the longest response time in hours for each priority: urgent, high, normal and low.
- 3
Turn on AI auto-triage if you want category, priority and sentiment classified for new tickets. You can also let tickets be assigned automatically based on category.
- 4
Choose which email notifications to send: email to the agent on a new ticket, email to the customer on a status change and email on an SLA warning.
- 5
Turn on the customer portal if customers should be able to log in, see their own tickets and write messages on them.
Where we are in development
SupportDesk is built and internally tested. Launch date announced soon.
- Core features built and tested
- Auto-triage and SLA monitoring
- Copilot suggestions
- Email integration
- External pilot group
- General availability
- Agent stats and reports
- More AI suggestion types
Included automatically when it launches
SupportDesk is added to all Portal plans at no extra cost the day it launches.
See all plansFrequently asked questions about SupportDesk
Want to be notified at launch?
SupportDesk is included in all plans at no extra cost. Keep an eye on our pricing plans so you’re ready on day one.