Autessa Support Desk
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.
The area
What is routing, SLAs and automation in Autessa Support Desk?
Routing, SLAs and automation decide who handles a ticket and how fast. In Autessa Support Desk an AI triage agent reads every new ticket and routes it to an assignment group and subcategory, customer plans and priorities set the first-response SLA and resolution goal, and automation rules handle the rest of your routine: assigning, retagging and escalating when a ticket breaches.
Why teams choose it
- AI triage that reads your groups’ own descriptions, not keyword lists.
- A resolution clock that pauses while you wait on the customer.
- Support tiers by email domain, so key accounts are faster automatically.
- Rules that read as one plain sentence.
Features
Everything in routing, SLAs and automation
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.
Read more →Assignment groups
Autessa Support Desk assignment groups own kinds of tickets, with members, a lead, subcategories for finer routing and optional auto-assignment.
Read more →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.
Read more →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.
Read more →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.
Read more →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.
Read more →FAQ
Questions about routing, SLAs and automation
Straight answers. If something is not covered here, book a demo and ask us directly.
How does Autessa Support Desk route tickets?
AI triage picks the assignment group, subcategory, priority and category for each new ticket and suggests an owner. Groups can auto-assign to their lead, and automation rules can assign too.
What SLAs can I set?
A first-response SLA and a resolution goal for each priority, faster targets per customer plan, and custom targets on individual customers.
Can automation escalate breached tickets?
Yes. Rules can trigger on SLA breach and set priority, set status, assign or add a tag.
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