Autessa Support Desk
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.
The area
What is help desk ticketing in Autessa Support Desk?
Help desk ticketing is the heart of Autessa Support Desk. Every customer email and Help Center request becomes a ticket with an owner, a status and an SLA, worked from one shared queue or a board, answered from one workspace with internal notes, templates and AI, and kept tidy with links and merges. Your team can also start the conversation with proactive outreach.
Why teams choose it
- One queue for email, Help Center requests, assistant handoffs and outreach.
- Replies go out in the customer’s own email thread, branded as you.
- A status workflow that never offers an illegal move.
- Collision detection and notifications so two people never answer the same customer.
Features
Everything in help desk ticketing
Shared ticket queue
Autessa Support Desk gives your team one shared ticket queue with filters, SLA-first sorting, saved views and bulk actions.
Read more →Ticket workspace
Every Autessa Support Desk ticket opens into one workspace with the conversation, internal notes, properties, SLAs, customer history and the AI copilot.
Read more →Ticket board
Autessa Support Desk shows tickets as cards on a status board you can drag between columns, filtered by assignment group.
Read more →Linked and merged tickets
Autessa Support Desk links tickets as duplicate, related or blocking and merges duplicates into a single ticket.
Read more →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.
Read more →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.
Read more →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.
Read more →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.
Read more →FAQ
Questions about help desk ticketing
Straight answers. If something is not covered here, book a demo and ask us directly.
What is help desk ticketing?
Help desk ticketing turns every customer request into a ticket with an owner, status, priority and deadline, so nothing is lost in an inbox. Autessa Support Desk does this for email and for your Help Center.
Which channels become tickets in Autessa Support Desk?
Email to your connected Gmail or Outlook inbox, requests submitted in your Help Center, AI assistant chats handed off to your team, tickets your team logs by hand and proactive outreach.
How do phone calls and chats reach Autessa Support Desk?
Customers chat with the AI assistant in your Help Center, which hands off to your team with the chat attached, and your team logs calls as tickets. Add Autessa Receptionist for an AI that answers your phone.
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