Service Desk · Workflow

Intake to verified resolution

How any inbound message becomes a ticket and a verified outcome.

Step by step

Each step is a governed Action: it is permission-checked, logged, and either reversible or compensated.

1
A message arrives by email, WhatsApp, web chat, form, API or portal
2
The sender is matched to a person on the shared record, or a new person is created with a consent notice
3
The message joins an open conversation and creates or updates a ticket
4
An SLA policy is matched and timers start
5
The triage agent sets category, priority, sentiment and language, and assignment rules pick the queue
6
A high-confidence grounded answer is sent by an agent with earned autonomy, or drafted for a person to approve
7
If business work is needed, a resolution Action runs, or a refund or credit note goes as a proposal to Approvals
8
The ticket is resolved, CSAT is requested and the reopen window starts
9
If there is no reopen, no negative CSAT, the AI check passes and no Action was reversed, a verified outcome goes to the ROI Ledger

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