Tickets — AI Help Desk & Customer Support

1. Tickets Come In — AI Triages Instantly

Tickets arrive via email ingestion or the customer portal. AI immediately categorizes each ticket, sets priority, detects sentiment and urgency, identifies potential duplicates, and assigns a confidence score to every classification. Routing recommendations suggest the best agent or team based on ticket content and workload. All of this happens in seconds, before an agent even opens the ticket.

2. Agents Work with AI Assistance

Agents see AI-generated draft replies, thread summaries, and translation for multilingual tickets. Every suggestion is clearly marked as AI-generated and editable — agents review, modify, and approve before anything is sent. Agents mark AI suggestions as helpful or incorrect, providing feedback that improves recommendation quality over time. The human always has the final say.

3. Resolve, Measure, Improve

SLA policies track response and resolution times by priority level with business hours awareness. Resolved tickets auto-close after a configurable period. CSAT surveys collect customer satisfaction ratings and feedback — scores roll up into the Reports module, with per-agent and per-category breakdowns and CSV export. Reporting dashboards show volume trends, resolution times, agent performance, SLA compliance, and satisfaction scores — filterable by 7, 30, or 90 days, or all time, with CSV export for deeper analysis. Tickets surface in your Mail Diary timeline alongside emails and meetings — see the day’s customer activity in one place.

AI-Powered Ticket Intelligence

• Auto-Triage — AI categorizes incoming tickets, sets priority, detects sentiment and urgency, and identifies duplicates with confidence scores
• Draft Replies — AI generates response drafts based on ticket context and conversation history for agent review
• Thread Summarization — Long ticket threads condensed into actionable summaries so agents get up to speed instantly
• Translation — Multilingual support translates tickets and replies, removing language barriers from your support workflow
• Routing Recommendations — AI suggests the best agent or team for each ticket based on content analysis and specialization
• Agent Feedback Loop — Agents mark AI suggestions as helpful or incorrect, creating a feedback mechanism that refines future recommendations

AI Governance & Controls

• Human-in-the-Loop — Every AI suggestion is reviewed and edited by an agent before reaching customers. AI assists; humans decide.
• Per-Tenant Rate Limiting — Configurable daily and monthly AI usage caps prevent runaway use, and AI is included in your seat price. Admins can disable AI features entirely.
• Usage Logging — Every AI call is recorded with feature type, token count, and model used for full auditability

SLA & Workflow Automation

• SLA Policies by Priority — Define response and resolution time targets per priority level (critical, high, medium, low)
• Business Hours Awareness — SLA clocks pause outside configured business hours so agents are not penalized for off-hours time
• Breach Detection & Notifications — The dashboard shows at-risk tickets before they breach; when a deadline is missed, the assignee and admins get an alert
• Auto-Close Resolved Tickets — Tickets in “resolved” status are automatically closed after a configurable waiting period
• Custom Fields, Tags & Categories — Organize tickets with custom fields for your workflow, tags for flexible grouping, and categories for structured classification
• Internal vs. External Comments — Internal notes visible only to agents alongside customer-facing replies on the same ticket thread

Email-to-Ticket Ingestion

Connect your support mailbox in Email & Calendar and we switch ticket intake on for it during setup. From then on, customers email your support address and a ticket is created automatically; the auto-response includes the ticket ID, and replies thread into the existing ticket. Existing mailbox history is never imported.

Customer Self-Service Portal

• Token-Based Access — Customers access their tickets via a secure link with no login or account creation required
• Submit & Track Tickets — Customers submit new tickets with category selection, custom fields, and tags, then track status in real time
• Add Comments — Customers reply to their tickets directly from the portal
• CSAT Surveys — After ticket resolution, customers receive a satisfaction survey with rating and free-text feedback

Knowledge Base

• Public-facing articles organized by category with full-text search
• Helpful / not helpful feedback on every article to identify content gaps
• Suggested articles surface during ticket creation to deflect common questions

Feature Request Board

Included with every account — the voting board and CSAT surveys other helpdesks sell as paid add-ons.

• Customers and agents submit feature requests; users vote to surface demand
• AI scores each request on impact, effort, and strategic alignment
• Duplicate detection via group key consolidates related requests
• Manager priority override for manual ranking adjustments
• Status workflow with email notifications keeps requesters informed

Reporting & Analytics

• Volume trends, resolution time distributions, agent performance rankings
• SLA compliance rates and CSAT score analytics
• Period filtering: 7 days, 30 days, 90 days, or all time
• CSV export for custom analysis in spreadsheets or BI tools

AI That Assists, Not Replaces

Unlike tools that auto-send AI responses to customers, every AI-generated suggestion in EmpireVault Tickets is reviewed and approved by a human agent before it reaches the customer. AI handles the time-consuming classification, drafting, and summarization work. Your agents make the decisions. This is not a chatbot — it is an intelligent assistant with a mandatory human approval step.

Transparent AI Governance

Full visibility into AI usage with per-tenant rate limiting, daily and monthly caps, feature-level usage logs recording every token, and the ability to disable AI entirely. No surprise bills, no opaque usage. Admins control exactly how much AI their team uses and can audit every interaction.

Complete Support Stack in One Tool

Ticketing, SLA management, knowledge base, customer portal, feature request voting, CSAT surveys, and AI assistance — integrated in a single tool instead of stitched together from five different vendors. One data model, one permission system, one reporting dashboard. No integration tax, no data silos.