Help desk software tools for the whole ticket lifecycle
Every feature in Ticketagent, grouped by the job it does. Each group links to a page that explains it in depth, and the help desk software pricing page shows which plan includes what.
Ticketing system with statuses, views and merge
Tickets move through Open, Pending, On hold and Solved, plus Auto-resolved for tickets the AI agent closes. Views filter the queue the way each team works.
- Tags, custom fields and priorities
- Saved views: Mine, Unassigned, Breaching, by team or by tag
- Merge duplicate tickets from the same customer
- Split a thread when a customer raises a second issue
- Bulk actions on selected tickets
- Full ticket history with every status change
See the full ticketing system.
Ticket routing rules and assignment
Rules read the channel, keywords, customer, tags and business hours, and act: set a team, a priority, a tag or an agent. AI classification runs first, so rules can use category, priority, sentiment and language.
- Conditions and actions you build without code
- Round-robin assignment inside a team
- Load-balanced assignment by open tickets per agent
- Business hours per team, so tickets wait for the right shift
- Every routed ticket shows the rule that fired
Go deeper into help desk automation.
SLA management with timers and escalations
Set first response and resolution targets per priority and per customer tier. Clocks run on business hours, pause while a ticket waits on the customer, and warn before a breach.
- Multiple SLA policies (1 on Starter, unlimited on Team and up)
- Business hours, time zones and holiday calendars
- Warnings before a breach, in the queue and in Slack
- Escalation to a team lead when a clock runs out
- SLA attainment in every report
Read the guide to SLA for customer support.
Knowledge base software with a public help center
A help center your customers search, internal articles your team relies on, and the source the AI agent cites.
- Public help center on your own subdomain
- Internal articles visible only to agents (Team and up)
- Article suggestions drafted from resolved tickets
- Article feedback from readers
- Multiple help centers for multiple brands (Business)
See the knowledge base software page.
AI customer service agent inside the help desk
The AI agent drafts a reply for every ticket and resolves the routine ones on its own, within limits your team sets.
- Drafts grounded in your knowledge base, with the cited article shown
- Auto-resolve for approved intents above your confidence threshold
- Handover to a person with a two-line summary when it is not sure
- AI classification: category, priority, sentiment, language
- AI agent actions that look up an order or account through your API (Business)
- Every AI action logged with the source it used
Meet the AI customer service agent.
Help desk reports that answer the budget questions
- Ticket volume by channel, team and tag
- First response time and resolution time
- SLA attainment per policy and per team
- AI resolution rate and handover rate
- CSAT from post-resolution surveys (Team and up)
- Custom reports and scheduled exports (Business)
Integrations and API
- Slack: new ticket and breach alerts, reply from a thread
- Jira and GitHub: create an issue from a ticket and see its status on the ticket
- Webhooks for ticket events
- REST API for tickets, customers and articles
Integrations are part of the Team plan and up.
Administration and help desk security
- Roles for agents, leads and admins
- Custom roles and permissions (Business)
- SAML single sign-on (Business) and SCIM provisioning (Enterprise)
- Audit log and data retention controls (Business)
- Data export at any time
Read about help desk security.
Who uses these help desk tools
SaaS support team
Password resets, billing questions and how-to tickets are resolved by the AI agent, and bugs go to engineering through Jira. See customer support software.
E-commerce store
Order status and return requests are answered with an order lookup action on Business. See customer service software.
Internal IT service desk
Access requests, laptop issues and software installs run with an SLA per category. See IT help desk software.
Agency or managed service provider
Several brands, one team and a separate help center for each client on Business. See customer service software.
Small business
One shared inbox replaces a shared Gmail, with an AI draft for every email. See help desk software for small business.
Every tool, one price per agent
AI drafts and a pooled volume of AI resolutions are part of every plan.