The help desk with a customer portal built in

Yes. Autessa Support Desk is a full help desk for customer support: email-to-ticket, a shared ticket queue, AI triage and routing, SLAs, reply templates, AI-drafted replies, a knowledge base and reports. It comes with a branded customer portal (the Help Center) for your customers.

Yes. Your customers get a branded Help Center where they sign in with their email, search articles and guides, ask an AI help assistant, submit requests with files, follow every reply, close or reopen requests, share them with colleagues and ask the community.

Yes. Connect a Gmail, Google Workspace, Microsoft 365 or Outlook.com inbox and new emails become tickets, usually within five minutes. Replies go out from that inbox in the customer’s original thread, with your logo, color and each rep’s signature.

Yes. Each priority has a first-response SLA and a resolution goal. The resolution clock pauses while a ticket waits on the customer, and every ticket shows on track, at risk, breached or met. Customer plans and per-customer overrides can set faster targets. If a customer goes quiet on a pending ticket, you can ask an Autessa agent to call or email them.

No. The AI drafts a reply with a confidence score and the sources it used, and it waits in the AI Drafts queue or on the ticket. A person reviews it, edits it if needed, and presses Send.

An AI triage agent reads each new ticket and picks the assignment group and subcategory, sets the priority and category, and suggests an owner. Groups can auto-assign, and automation rules can assign, retag or escalate on create, update or SLA breach.

Yes. Articles can be public (in your Help Center), internal (for your team and its AI tools) or private (only you). You can also upload PDFs, Word and PowerPoint files that the AI reads and answers from, and search everything by meaning.

Yes. Turn on the Community and signed-in customers can ask and answer each other in your Help Center by topic. Your team replies with a Staff badge, marks accepted answers, pins, closes or hides threads and handles reports from the support desk.

A dashboard and reports cover ticket volume, first-response SLA met, resolution goal met, average reply and resolution time, CSAT and assistant resolution, per agent too. A Weekly Insights digest adds rising issues, product friction and what to build next.

Yes. Connect your support inbox and turn on the Help Center, and your team is working tickets the same day with triage, SLAs, AI drafts and a knowledge base already in place. Then make it yours inside Autessa: your statuses, priorities and categories, assignment groups, customer plans, automation rules, reply templates, assistant instructions and your brand.

It is a help desk that covers the same core jobs (ticketing, customer portal, knowledge base, SLAs, AI) and runs inside Autessa next to your CRM, phone receptionist and other apps. See the comparison pages for how each job is handled.

Yes. A short guided setup gets you running, and you can install demo tickets, customers, articles, AI drafts, assistant conversations and a weekly digest to explore every page, then remove them in one click. No emails are sent.