Service Desk · Module
Helpdesk
Omnichannel ticketing, SLAs, AI triage and resolution Actions on one customer record
Helpdesk turns every customer request on any channel into a tracked ticket on the shared customer record. It routes the ticket to the right human or Digital Employee, keeps it within SLA, resolves it with governed Actions and measures quality, cost and verified outcome.
What it does
Helpdesk is the engine of Service Desk. Every other module feeds it.
Tickets have tenant-configurable statuses mapped to six system categories (new, open, pending customer, on hold, resolved, closed), priority, category, product, tags, custom fields, a requester, company, queue and an assignee who can be a person or a Digital Employee. Each ticket gets a readable number. Public replies and internal notes support mentions, rich text and malware-scanned attachments. A Customer 360 side panel shows the person, company, CRM deals, open tickets, invoices and payment status, consent state and recent activity.
Channels
W1 is planned to bring email-to-ticket with verified sender domains and thread matching, the WhatsApp Business channel with media, voice notes, service window tracking, template replies and opt-out handling, and a web chat widget with a consent notice, cited knowledge answers and handoff to a person. W2 adds connected Gmail and Microsoft 365 mailboxes, voice-note transcription in English, Hindi and Tamil, per-ticket channel cost, and multiple numbers and widgets per brand.
Routing, automation and SLA
Queues route manually or round robin at MVP, and by load, skills and language at GA. Assignment rules run in priority order on channel, language, category, company tier and keywords. Macros combine reply templates with Actions. Automations fire on events and, from W2, on time. SLA policies set first response, next response and resolution targets by priority, with business hours, holiday calendars, pause on pending statuses and escalation workflows on warning or breach. Agencies get per-client SLAs and monthly attainment reports.
AI and Digital Employees
AI triage starts in shadow mode. Suggested replies come grounded in Knowledge with citations. A copilot summarises tickets and writes handover notes. From W2, the Support Triage & Reply Assistant can send first responses at earned autonomy, and resolution Actions let people and agents resend invoices, create UPI payment links and open client work items. Refunds and credit notes go to the Approvals Inbox as proposals. Hard budget caps route work back to people when AI spend runs out.
Measurement
CSAT is sent on resolve through the original channel. Standard dashboards cover volume, backlog, first response time, resolution time, SLA attainment, CSAT, AI suggestion acceptance, auto-resolution without reopen and cost per ticket. People and Digital Employees share one scorecard model. Verified resolutions feed the ROI Ledger.
Administration
Built-in and custom roles, queue-scoped permissions, a full audit trail, DPDP basics at intake, sensitive data masking, configuration snapshots for agencies, and a public REST API, webhooks and MCP tools are all planned.
Features
What Helpdesk includes
Ticket object and numbering
Configurable statuses on six system categories, priority, category, product, tags, custom fields, human or agent assignee, and a readable ticket number.
Replies, notes and participants
Public replies and internal notes with mentions, rich text and malware-scanned attachments; requester, CC, followers and collaborators.
Views, search and bulk actions
My inbox sorted by SLA urgency, queue and unassigned views, saved filters, list and board layouts, permission-trimmed search and bulk updates.
Customer 360 panel
Person, company, CRM deals, open tickets, invoices and payment status, consent state and recent activity beside the ticket.
Email-to-ticket
Forwarding addresses, verified sending domains with SPF, DKIM and DMARC checks, thread matching and auto-reply loop protection.
WhatsApp Business channel
Media and voice notes, service window tracking, approved template replies outside the window, opt-out handling and delivery receipts.
Web chat widget and in-app messaging
Pre-chat consent notice, cited knowledge answers, handoff to a person, offline ticket creation and brand theming; mobile SDK planned.
Queues, assignment rules and macros
Round robin, load, skills and language routing; ordered assignment rules; macros that combine reply templates with Actions.
SLA policies and escalations
Targets per priority for first response, next response and resolution, business hours, holidays, pause rules and escalation on warning or breach.
AI triage and suggested replies
Category, priority, sentiment and language in shadow mode first; Knowledge-grounded reply drafts with citations and confidence.
Resolution Actions
Resend invoice or GST e-invoice copy, create and send UPI payment link, show payment status, create client work item, all risk-gated (W2).
Refund and credit note proposals
Proposals with an evidence pack routed to the Approvals Inbox with a second factor (W2).
AI budget caps and verified resolution
Caps per tenant, agent and channel with automatic handoff; strict resolution checks and cost lines per ticket to the ROI Ledger.
CSAT, dashboards and scorecards
CSAT on resolve via the original channel, standard dashboards, agency cross-client reports and one scorecard model for people and agents.
Workflow
Intake to verified resolution
- 1
Match the sender to the shared customer record or create a person with a consent notice
- 2
Create or update the ticket and start SLA timers
- 3
Triage sets category, priority, sentiment and language; rules assign the queue
- 4
Reply with a grounded answer, approve a suggested reply or work the ticket manually
- 5
Run a resolution Action or send a refund proposal to Approvals
- 6
Resolve, request CSAT and start the reopen window
- 7
Record a verified outcome if all conditions hold; gaps become article drafts
Workflow
SLA timer lifecycle
- 1
Timer starts when a policy matches a new ticket
- 2
Timer pauses on statuses flagged to pause SLA and resumes in business minutes
- 3
First public reply or resolve marks the target achieved
- 4
A sweeper marks overdue timers breached and escalation workflows run
- 5
A reopen re-arms the resolution timer with elapsed time kept
AI
AI skills and Digital Employees
Ticket triage
Classifies category, priority, sentiment and language, including code-mixed text.
Grounded suggested replies
Drafts cited replies from Knowledge and tracks agent dispositions.
Ticket summary and handover note
Summarises long threads and writes handover notes for the next agent.
Resolution planning
Proposes the right Billing or Work Action for the request under its risk tier.
Tone rewrite and translation
Rewrites tone and translates replies between English, Hindi and Tamil (W2).
SLA breach prediction and duplicate detection
Scores breach risk and suggests merges for related tickets (W2).
Digital Employees that use this module
- Support Triage & Reply Assistant
- AI Support Triage Agent
- AI Tier-1 Support Agent
- Knowledge Curator
- AI Support Ops Manager
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
Which channels are planned for launch?
Email, WhatsApp and web chat are planned for W1, with web forms and the API. Gmail and Microsoft 365 mailboxes and voice-note transcription follow in W2, and telephony comes with Contact Center in W3.
Can the AI issue refunds?
No. Refunds and credit notes are only proposed, with an evidence pack, and need human approval with a second factor. Agents never change amounts.
What happens when the AI budget runs out?
AI actors stop, conversations route to your fallback human queue and customer-facing auto-replies switch to your pre-approved acknowledgement template.
Can I buy Helpdesk without CRM?
Yes. A Service Desk tickets-only standalone subscription is planned. It includes the thin shared core it needs, such as people, contact points, consent and files.
See Helpdesk in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.