Help desk automation that your team can read and trust
Ticketagent automates the repetitive parts of support: sorting, assigning, escalating and answering the questions you have already answered a hundred times. Every automation is a rule you can read, and every automated action is logged, so you always know why a ticket went where it went.
What help desk automation should do
Good automation removes work that does not need judgment and leaves the rest to people. In a help desk, that usually means four jobs: deciding what a ticket is about, deciding who should handle it, making sure nothing waits too long, and answering simple, repeatable questions without a human.
Ticketagent covers all four with building blocks that work together. AI classification reads each ticket, rules act on what it finds, assignment spreads the work fairly, SLA policies watch the clock and the AI agent resolves the tickets you explicitly allow. Not sure where to start? Our guide on which tickets to automate first helps you pick.
- Triage: category, priority, sentiment and language
- Routing: the right team and the right person
- Time: SLA targets, warnings and escalations
- Answers: AI drafts and approved auto-resolutions
Rules: conditions and actions
A rule has conditions and actions. Conditions look at the ticket: keywords in the subject or body, the customer or their tier, the channel, the inbox, business hours, tags or the AI classification. Actions change the ticket: assign it, set priority, add a tag, apply an SLA policy, send a canned reply or notify a channel in Slack. Rules run in the order you set, and each one is written in plain conditions and actions that anyone on the team can read.
AI classification that feeds your rules
Keyword rules break when customers describe the same problem in different words. AI classification reads the whole message and sets category, priority, sentiment and language on every ticket. Your rules then use those fields like any other condition. You keep control of the categories, and an agent can change a classification on any ticket when it is wrong.
- Categories you define, not a fixed list
- Priority, sentiment and language on every ticket
- Classification available as a rule condition (Team and up)
- Agents can change any classification by hand
Round-robin and load-balanced assignment
Manual assignment creates a queue in front of the queue. Ticketagent assigns tickets automatically in two ways. Round-robin gives each available agent the next ticket in turn. Load-balanced assignment looks at how many open tickets each agent already has and gives the next one to the person with the most room. Both respect who is online, their teams and their working hours.
- Round-robin for even distribution
- Load-balanced for uneven ticket sizes
- Assignment per team, with skills from your rules
- Agents set to away do not receive new tickets
SLA escalations and breach warnings
SLA policies set first response and resolution targets per priority and per customer tier, measured in business hours with your holidays. Before a target is missed, Ticketagent warns the assignee. If the ticket is still waiting, it escalates to a lead or another team. On Team and up you set unlimited SLA policies with escalations. The support SLA policy guide explains how to choose realistic targets.
- Targets per priority and customer tier
- Business hours and holidays per team
- Warnings before a breach, not after
- Escalation to a lead with the ticket context
AI auto-resolve with approved intents and a confidence threshold
The AI customer service agent can resolve tickets on its own, but only within limits you set. First you approve intents, such as "where is my order", "reset my password" or "change my billing email". Then you set a confidence threshold. When a ticket matches an approved intent and the AI is confident above that threshold, it replies with an answer grounded in your knowledge base and resolves the ticket. Below the threshold, or for any intent you have not approved, it writes a draft and hands the ticket to a human with a summary.
On Business, the AI agent can also run actions against your own API, such as looking up an order or an account, before it replies.
- Approved intents only
- Confidence threshold set by your team
- Handover to a human with a summary when unsure
- AI resolutions included in the seat price, pooled across the workspace
An audit of every automated action
Automation you cannot see is automation you cannot trust. Every rule run, assignment, SLA escalation and AI action is recorded on the ticket timeline: which rule fired, what it changed and when. For AI actions you also see the intent, the confidence and the cited article. Business adds an audit log across the workspace and data retention controls.
How to set up help desk automation
- Step 1: Define your categories and priorities, then turn on AI classification.
- Step 2: Create an SLA policy for each priority with your business hours.
- Step 3: Choose round-robin or load-balanced assignment per team.
- Step 4: Add three to five rules and watch the ticket timeline for the first days to confirm each one fires as intended.
- Step 5: Approve two or three simple intents for AI auto-resolve and set a cautious threshold.
- Step 6: Review the timeline and reports weekly, then widen what you automate.
Help desk automation questions
Yes, an agent can reassign a ticket, change its priority or classification and edit any AI draft before it is sent.
No, auto-resolve works only for intents you approve and above the confidence threshold you set.
Rules run in the order you set, and the ticket timeline shows each rule that fired.
No, every plan includes a monthly pool of AI resolutions per seat, and more volume comes from a higher plan.
Yes, the ticket timeline records the rule or assignment method behind every change.
Automation by plan
Starter is $29 per agent per month ($24 billed yearly) with AI drafts, 1 SLA policy and 50 AI resolutions per seat per month. Team is $59 ($49 billed yearly) with AI routing plus rules, round-robin and load-balanced assignment, unlimited SLA policies and 150 resolutions per seat. Business is $99 ($82 billed yearly) with AI agent actions, an audit log and 400 resolutions per seat. See help desk software pricing.