Autessa Support Desk features
Every feature in Autessa Support Desk
Autessa Support Desk is help desk ticketing software with a customer portal. Everything your support team and your customers need, ready on day one: ticketing, routing and SLAs, AI for agents, the Help Center, the knowledge base, and customers, reporting and insights.
Area 1
Help desk ticketing
Autessa Support Desk turns every customer email and Help Center request into a ticket your whole team can see, work and resolve in one shared queue.
Shared ticket queue
Autessa Support Desk gives your team one shared ticket queue with filters, SLA-first sorting, saved views and bulk actions.
Ticket workspace
Every Autessa Support Desk ticket opens into one workspace with the conversation, internal notes, properties, SLAs, customer history and the AI copilot.
Ticket board
Autessa Support Desk shows tickets as cards on a status board you can drag between columns, filtered by assignment group.
Linked and merged tickets
Autessa Support Desk links tickets as duplicate, related or blocking and merges duplicates into a single ticket.
Reply templates
Autessa Support Desk reply templates (macros) drop a personalized answer into the composer and can change the ticket’s subject, status and priority as it sends.
Team collaboration
Autessa Support Desk shows who else is on a ticket, notifies people about assignments, mentions, breaches and replies, and lets anyone jump anywhere from a command palette.
Email-to-ticket
Autessa Support Desk turns emails to your Gmail or Outlook support inbox into tickets and sends replies back in the customer’s original thread.
Proactive outreach
Autessa Support Desk sends proactive outreach where each customer gets a personal email and a ticket of their own, and their replies come back into it.
Area 2
Routing, SLAs and automation
Autessa Support Desk routes each ticket to the right group with AI triage, times it against first-response and resolution targets, and runs your rules for you.
AI triage
Autessa Support Desk uses an AI triage agent to route every new ticket to the right group and subcategory, set its priority and category and spot recurring issues.
Assignment groups
Autessa Support Desk assignment groups own kinds of tickets, with members, a lead, subcategories for finer routing and optional auto-assignment.
SLA management
Autessa Support Desk times every ticket against a first-response SLA and a resolution goal that pauses while you wait on the customer.
Customer plans and SLA tiers
Autessa Support Desk customer plans give each tier its own response targets and minimum priority, placed by email domain rules.
Automation rules
Autessa Support Desk automation rules act on tickets when they are created, updated or breach their SLA, written as one plain-English sentence.
Ticket fields, statuses and auto-close
Autessa Support Desk lets you define your own ticket statuses, priorities and categories, with what customers see and when quiet tickets close.
Area 3
AI for support teams
Autessa Support Desk drafts replies from your knowledge and past tickets, analyzes each ticket, writes articles from solved tickets and checks every assistant answer, while your team stays in charge.
AI reply drafts
Autessa Support Desk drafts replies to customer messages from your knowledge base and past tickets, with citations and confidence, and a person always presses Send.
Ticket copilot
The Autessa Support Desk copilot analyzes a ticket into a summary, sentiment, suggested reply, sources, similar tickets and next steps, and answers questions about it.
AI article writer
Autessa Support Desk writes knowledge base articles from solved tickets or a title, saved as private drafts for you to review and publish.
Assistant analytics and quality checks
Autessa Support Desk checks every AI assistant conversation for task completion, grounding and misleading answers, and shows the ones that need review.
Area 4
Customer portal and self-service
Autessa Support Desk includes a branded customer portal where customers find answers, ask an AI assistant, submit and follow requests and help each other.
Help Center
Autessa Support Desk includes a branded Help Center where customers search articles and guides, browse topics and find the right answer themselves.
Customer requests
In the Autessa Support Desk customer portal, customers submit requests, follow replies, close or reopen them and share them with colleagues.
AI help assistant
Autessa Support Desk puts an AI help assistant in your Help Center that answers from your knowledge and hands the conversation to your team as a request.
Customer community forum
Autessa Support Desk includes a customer community forum in the Help Center, with topics, accepted answers, staff replies and moderation.
Area 5
Knowledge base
Autessa Support Desk includes a knowledge base with public, internal and private articles plus a document library, searched by meaning by your team, your customers and the AI.
Knowledge base articles
The Autessa Support Desk knowledge base holds public, internal and private articles, nested into collections, that your team, your Help Center and the AI all use.
Document library
Autessa Support Desk keeps a document library of manuals, policies and guides that the AI reads and answers from, internal or published to the Help Center.
Knowledge search
Autessa Support Desk searches articles, documents and solved community questions by keyword and by meaning, everywhere your team and customers look.
Area 6
Customers, reporting and insights
Autessa Support Desk keeps a record of every customer and company and tells you, every week, what support did and what the product should fix next.
Customers and companies
Autessa Support Desk keeps a record of every customer and company, created automatically from inbound email, with plans, targets and ticket history.
Dashboard and reports
Autessa Support Desk reports ticket volume, SLA attainment, reply and resolution times and CSAT for the desk and for each agent.
Weekly Insights
Autessa Support Desk writes a weekly insights digest that turns tickets into rising issues, product friction and what to build next.
CSAT and leaderboard
Autessa Support Desk collects customer satisfaction (CSAT) ratings and ranks agents and groups by satisfaction and tickets resolved.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours