Customer support and IT service desk
Get the right ticket to the right person, with a draft answer ready.
Most of a service desk's day is reading, sorting and retyping. A Ganvix agent does the reading and sorting, drafts replies from your own knowledge with the sources shown, and leaves the judgement calls to your people.
Where it hurts today
Sound familiar?
Tickets arrive unsorted, so urgent ones look like routine ones.
The same answer is written out again and again.
Knowledge lives in old tickets, documents and people's memory.
Handovers between shifts and teams lose context.
What the agent does
The pattern, taken off your team's hands.
Sorts every new ticket
It reads the ticket, works out the type and urgency, and routes it to the right queue or person using the rules you set.
Drafts a reply with sources
It writes an answer from your knowledge base and past resolved tickets, and shows which ones it used so your agent can check.
Spots duplicates and known issues
Related tickets are grouped, so one fix can close many.
Summarises long threads
When a ticket changes hands, the next person gets a short summary instead of a long scroll.
Control
Where your people stay in control.
A person on your team approves replies before they are sent.
Sensitive categories, such as security or complaints, can go straight to a person with no draft.
You decide which kinds of ticket the agent may ever answer on its own, if any.
Works with
The tools you already use.
- Help desk and IT service tools, such as ServiceNow
- Shared email inboxes
- Knowledge in Google Drive or SharePoint
- Slack for escalations
These are examples. If you use something else, ask us: most tools with an integration, an API or an export can be connected.
To get started
What we would need from you.
- A sample of recent tickets, with personal details removed if you prefer.
- Your knowledge base and the categories you use.
- Your escalation rules, and who approves replies.
- Access to the help desk. A test queue is fine to start.
Can it answer customers directly?
It can draft answers, and a person approves them by default. Some teams later choose to let it answer simple, well-understood questions on its own. That is a decision we make together, one category at a time.
What if the answer is not in our knowledge base?
It says so and routes the ticket to a person, instead of guessing. Those gaps are useful too: they show which documents your team needs to write.
Does it work with our help desk?
It can work with help desk tools that offer an API or a data export, and we have connected to tools such as ServiceNow. Tell us what you use and we will confirm.
Related
Other places we help.
Tell us about a process you would like to run better.
We reply personally, with how AI could help and what it would take.
hello@ganvix.in