Intake
Email-to-ticket
IMAP fetch with attachments, HTML sanitisation and duplicate-thread detection — replies land back on the original ticket.
One clean conversation
Chapter Toolkit · Helpdesk.ai.in
Everything a support team runs on, in one install.
Ticketing, AI assistance, every important channel, self-service, reports and security — configured around the way your business works.
01 · Ticketing
6 capabilitiesTicketing
Workflow
SLAs & escalations
Per-priority response and resolution targets, with escalation and manager alerts when a clock is at risk.
Relationship-aware rules
Triage
Merging & splitting
Combine duplicate reports or split a new issue from a long conversation without losing the original history.
History preserved
Views
Saved searches
Save filter combinations as personal or shared views. Search ticket bodies, notes, fields and attachments.
Fast retrieval
Data model
Custom fields
Text, number, date, dropdown and multi-select fields scoped to departments and required by ticket state.
Built for your process
AI
Draft first reply
The AI proposes a response using customer history, the knowledge base and resolved tickets. Staff approve, edit or discard.
Human approval by default
02 · AI on staff
6 capabilitiesAI on staff
Chat
Knowledge-grounded answers
The widget searches your knowledge base first and answers in your brand voice with article context.
Answers with sources
Classification
Intent & sentiment
Incoming messages are tagged with intent, urgency, language and sentiment before they reach an agent queue.
Better triage
Routing
Route by frustration
Frustrated customers can be prioritised, repeat contacts can stay with the same team and language can guide routing.
Context-aware queues
Handoff
Escalate to ticket
When the AI cannot answer, it opens a ticket with transcript, summary and suggested next steps.
No conversation lost
Authoring
Article drafting
Turn a resolved ticket into a knowledge-base draft. Review, edit and publish before it becomes customer-facing.
Learn from every resolution
Providers
Claude or ChatGPT
Choose the provider per feature. Keys are encrypted at rest and usage is logged by capability.
Use your own keys
03 · Every channel
6 capabilitiesEvery channel
Email
Multi-address routing
Point mailboxes at departments with aliases, signatures and reply-to rules configured per queue.
Right queue, first time
Web
Customer portal
Customers log in, see tickets, attach files, rate replies and browse the knowledge base under your branding.
Your domain, your brand
Live chat
Widget with KB inside
The widget answers when it can and hands off to a human when it cannot, with searchable articles inside.
Self-service in context
Messaging
Two-way WhatsApp
Inbound and outbound WhatsApp via the Business API with templates, attachments and read receipts.
Channel-ready
SMS
Status updates
Customers can opt in to ticket updates and reply directly into the support thread.
Useful notifications
Unified
One conversation history
Staff see the whole story across email, chat, WhatsApp, SMS and social channels in one timeline.
No channel hopping
04 · Self-service, reports & security
9 capabilitiesSelf-service, reports & security
Knowledge base
Categories & ratings
Nested categories, article ratings, comments and search with views and content-gap signals.
Help before tickets
Knowledge base
Guided troubleshooter
Decision trees guide customers through common issues, with a ticket escape at every step.
Structured self-service
Downloads
Download centre
Version-controlled public files for manuals, release notes, drivers and customer documents.
Controlled resources
Reports
SLA compliance
Response and resolution performance by department, priority and agent with CSV export.
Operational clarity
Quality
QA scoring
Review replies against a rubric for tone, accuracy and brand voice, with coaching notes.
Improve the team
Messaging
Chat containment
Track which conversations the AI resolved, where it handed off and how deflection changes over time.
Measure automation
Security
2FA & SSO
TOTP and SSO for staff, protected sessions, IP controls and re-authentication for sensitive actions.
Access you control
Security
PII masking
Sensitive information can be masked in the interface and revealed only with audited permission.
Privacy by design
Security
Security posture
A live view of updates, backups, keys, account protection and installation-specific controls.
Know your posture
Ready when you are
All of it. One managed support operation.
Bring your team, channels and knowledge together with Helpdesk.ai.in.