AI for support teams · Autessa Support Desk
Ticket copilot
Autessa Support Desk includes an AI ticket copilot. Analyze this ticket returns a summary, the customer’s sentiment (positive, neutral, frustrated or angry), a suggested reply, relevant articles, similar past tickets and next steps, and you can chat with the copilot about the ticket.
The problem it solves
Long threads take long to read
A ticket that has bounced between three agents over a week takes ten minutes to understand. The copilot reads it for you and tells you where things stand, how the customer feels and what to do next.
What you get
- Summary, sentiment, suggested reply, relevant articles (public and internal), similar tickets and next steps in one analysis.
- Analyses are cached on the ticket, so reopening it does not re-run the AI; Re-analyze refreshes it.
- Insert the suggested reply into the composer to edit, or add a link to a suggested article in one click.
- Similar tickets surfaces related past tickets and their resolutions, found by hybrid keyword and meaning search.
- Copilot chat: a multi-turn conversation about the ticket, where the copilot looks things up in your tickets and knowledge as it answers.
- Suggest KB articles finds articles and documents that match the ticket.
How it works
How does ticket copilot work in Autessa Support Desk?
Open the rail
The copilot lives in the ticket’s side rail.
Analyze
Press Analyze this ticket. The copilot investigates the ticket, the knowledge base and history.
Act on it
Insert the suggested reply, add article links, open similar tickets, or ask a follow-up question in chat.
Every option
What the copilot returns
| Option | What it does |
|---|---|
| Summary | What happened so far. |
| Sentiment | Positive, neutral, frustrated or angry. |
| Suggested reply | A starting point you can insert into the composer. |
| Suggested sources | Relevant articles and documents, internal and public. |
| Similar tickets | Related past tickets with their subjects. |
| Next steps | What to do next, as a short list. |
| Chat | Ask anything about the ticket. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Analyze any ticket, re-analyze, chat with the copilot and insert its suggestions. |
Where AI helps
The copilot is an AI agent that reads your tickets and knowledge with your support data permissions. It suggests; it never sends.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
Connected
How it connects to the rest of Support Desk
Ticket workspace
Where the copilot sits.
Support Desk featureAI reply drafts
The drafter prepares replies before you open the ticket.
Support Desk featureLinked and merged tickets
Link or merge what similar tickets finds.
Autessa productAutessa Autobots
The same kind of AI help, across the rest of your work.
FAQ
Questions about ticket copilot
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk have an AI copilot for agents?
Yes. It summarizes a ticket, reads the customer’s sentiment, suggests a reply, finds relevant articles and similar tickets, lists next steps and answers questions in chat.
Does it re-run every time I open a ticket?
No. The analysis is saved on the ticket. Press Re-analyze when you want a fresh one.
Can it find similar past tickets?
Yes. Similar tickets searches by keyword and by meaning and shows related tickets and how they were 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