Autessa Support Desk

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.

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AI Drafts · Needs review (3)Sample

#1049 Can’t add a second adminConfidence 0.78

Hi Lee, the Add admin button is disabled when your plan’s seats are all in use. You can free a seat or upgrade under Billing…

Why this reply · grounded in

Article: Seat limits by planTicket #988

Load to editUse as writtenReject

A person always presses Send.

The area

What is AI for support teams in Autessa Support Desk?

AI for support teams in Autessa Support Desk works alongside your agents, never around them. A reply drafter prepares cited answers from your knowledge base for review, a copilot analyzes any ticket and answers questions about it, an article writer turns solved tickets into knowledge, and quality checks read every AI assistant conversation so you see the ones that went wrong.

Why teams choose it

Every draft shows its confidence and the sources it was grounded in.
A person always presses Send.
Solved tickets become articles in one click.
Every customer-facing AI conversation is graded for grounding and completion.

Features

Everything in AI for support teams

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.

FAQ

Questions about AI for support teams

Straight answers. If something is not covered here, book a demo and ask us directly.

Does the AI in Autessa Support Desk reply to customers on its own?

No. AI drafts wait for review and a person on your team sends every reply. The customer-facing AI assistant in your Help Center answers questions and hands off to your team.

What does the AI ground its answers in?

Your Help Center articles, internal articles, uploaded documents and similar past tickets, and it cites them.

How do I know the AI is not making things up?

Drafts list their sources, and Assistant Analytics checks every assistant conversation for grounding and for whether a customer was misled.

Other areas:Help desk ticketing Routing, SLAs and automation Customer portal and self-service Knowledge base Customers, reporting and insights

See AI for support teams with your own tickets

Install demo data in one click to explore every page, or connect your support inbox and start answering customers today.

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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.

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