Customer support software that answers the repeat questions for you
Ticketagent is customer support software for SaaS and e-commerce support teams of roughly 5 to 50 agents. Password resets, billing questions, how-to questions and order status requests make up a large share of most queues. The AI agent answers them from your knowledge base, your agents handle the tickets that need judgment, and bugs go to Jira or GitHub with the full context attached.
What customer support software does for SaaS and e-commerce
Support teams at software companies and online stores see the same patterns every week. Ticketagent gives each pattern a clear path.
- Password resets and login problems: the AI agent sends the right steps from your help center and marks the ticket auto-resolved when the intent is approved
- Billing questions: invoices, plan changes, refunds and failed payments routed to the billing team with higher priority
- How-to questions: answered from public help center articles, with the cited article shown to the agent
- Order status: on Business, the AI agent looks up the order through your own API before replying, so the customer gets the real status instead of a generic answer
- Bug reports: tagged, grouped and handed to engineering
An AI agent your team controls
The AI agent drafts a reply on every ticket, grounded in your knowledge base, and shows which article it used so the agent can check it in seconds. You decide which intents it may resolve on its own and the confidence threshold it has to reach. When it is unsure, it hands the ticket to a person with a summary of the conversation. Every AI action is logged, and customer data is not used to train shared models. The full picture is on AI customer service agent.
Bug handoff to Jira and GitHub
On Team and Business, an agent creates or links a Jira issue or a GitHub issue from the ticket. The ticket goes on hold, the customer stays informed, and when the issue is closed the agent sees it and replies. Several customers reporting the same bug can be linked to one issue, so engineering sees how many tickets it affects.
Shared inbox, SLAs and reports
Email, the web form widget, the live chat widget on Team and Business, and the REST API all feed one queue. SLA targets per priority and per customer tier keep paying customers on the right clock. Reports cover volume, first response time, resolution time, SLA attainment, AI resolution rate and CSAT.
How a support team sets up Ticketagent
Forward your support address to the inbox forwarding address and add the web form or chat widget to your app and store.
Import or write help center articles for your top repeat questions.
Set routing rules and AI classification for billing, technical, how-to and order status.
Create an SLA policy per priority, and on Team per customer tier.
Connect Jira or GitHub, and on Business connect the order or account lookup action to your API.
Watch AI drafts for a week, then approve intents such as password reset and order status for auto-resolution.
Example routing for a SaaS and e-commerce queue
Settings a support team might configure. The targets are yours to set.
| Request type | Handled by | Priority | First response target |
|---|---|---|---|
| Password reset | AI agent, approved intent | Normal | Immediate reply |
| Order status | AI agent with order lookup (Business) | Normal | Immediate reply |
| Billing or refund | Billing team | High | 2 business hours |
| How-to question | AI draft, agent reviews | Low | 4 business hours |
| Bug report | Technical team, Jira handoff | High | 2 business hours |
Built for how support teams actually work
Support leads need to see the queue at a glance and move people when volume spikes. Views show unassigned tickets, tickets close to an SLA breach and tickets by tier or language. Round-robin and load-balanced assignment on Team spread work evenly, and business hours rules route tickets to the team that is online. Agents use internal notes and @mentions to ask a colleague, canned replies for standard answers, and merge when one customer writes twice. On Business, up to 5 brands and help centers run from one workspace, which suits companies with more than one store or product.
Customer support software questions
Start with high-volume, low-risk intents such as password resets and order status; our guide which tickets to automate first walks through it.
Yes, on Business the AI agent looks up an order or account through your own API before it answers.
It hands the ticket to a person with a summary of the conversation instead of guessing.
Yes, on Team and Business agents create or link Jira and GitHub issues from the ticket.
No, each plan includes a pooled number of AI auto-resolutions per seat per month in the seat price.
Pricing
Starter is $29 per agent per month with 50 AI auto-resolutions per seat per month, Team is $59 with 150 and integrations with Jira and GitHub, and Business is $99 with 400 and AI agent actions such as order lookup. Resolutions are pooled across the workspace. See help desk software pricing.