Customer Support, Unified.
Stop paying punishing per-agent fees for bloated ticketing systems. Aeion Helpdesk is a native, AI-powered support platform featuring an AI Copilot with RAG, Auto-Resolution, Smart Reply Guard, intelligent routing, SLA engine, and screen share sessions—all seamlessly connected to your CRM and Commerce data.
The AI-Powered Agent Workspace
AI Copilot
Built directly into the ticket sidebar. Real-time summarization, next-best-action suggestions, and sentiment scoring so agents instantly know how urgent and how frustrated a customer is. Drafts complete responses grounded in your own knowledge base, and flags genuinely complex, multi-system issues for your senior agents instead of routing them like everything else. Every AI decision comes with a confidence score, so supervisors can audit them at a glance. Composes with your AeionClaw AI assistant for full cross-module context. Gracefully degrades when AI is unavailable — never a hard dependency.
Deep Agent Helpdesk Orchestrations
Transform the helpdesk from a reactive inbox into a proactive support ecosystem:
Auto-Resolution Engine
Zero-touch resolution for the straightforward issues that make up most support volume. AI reads the customer's mood first — genuinely upset customers always go to a human, never a bot. For everything else, it searches your knowledge base by meaning, not just keywords, and only replies automatically when it's highly confident the answer is right. Everything below that bar gets routed to an agent instead of guessed at.
Smart Reply Guard
AI Intent classifier intercepts "thank you!" messages, Out-Of-Office auto-replies, and duplicate confirmations. Keeps closed tickets closed. Protects SLA metrics from false re-opens. Only genuine new issues trigger new tickets.
Customer 360 View
Because Helpdesk shares the Aeion OS database, agents instantly see the customer's entire history. CRM Lifetime Value, active Commerce subscriptions, order status, and past support tickets—all in one panel. No tab switching.
Intelligent Routing
Five strategies to choose from: round-robin, skill-based matching (by proficiency level), load-balanced (lowest current workload), a blend of skill and load, or fully manual. AI matches each ticket's requirements against agent skills and surfaces alternative agents with reasons, so leads can see why a ticket went where it did. Category overrides — like always sending billing questions to the billing team — take priority over the default strategy.
Enterprise SLA Engine
Business hours calculation (9 AM–5 PM, Mon–Fri), holiday exclusion with 1-hour cache, pause/resume timers. Tracks response and resolution targets. Automatic escalations for at-risk and breached tickets. Default targets: Critical (1hr resolution), High (4hr), Medium (24hr), Low (48hr).
Omnichannel Live Chat
Customizable widget on your website. Real-time engagement, seamless transition to async ticketing if customer leaves. AI automatically converts chat transcripts to formal tickets.
Remote Screen Share
Start a full remote-control support session directly from any ticket. Agents share screen and audio; customers join with a single click, no install required. Every session is recorded for compliance, and an AI diagnostic assistant can optionally join to help the agent spot the issue faster.
Predictive SLA Engine
Uses historical ticket data to predict which tickets are at risk of breaching SLA before they actually breach. Proactive reassignment and escalation based on predictive scoring.
Deflect Tickets with Self-Service
Semantic Knowledge Base
Beautiful, customizable self-service portal. Search understands what customers actually mean, not just the exact words they typed. Customers ask in natural language; AI surfaces the relevant articles.
Proactive KB Suggestions
When a customer starts typing in the support portal, AI instantly surfaces relevant articles inline. Deflects up to 40% of tier-1 tickets before submission.
Article Version Control
Every edit to a help article is versioned automatically, with a full change history and one-click restore to any prior version — nothing is ever lost. Time-travel further back with Aeion Aegis: roll back your entire knowledge base, or a single article, to exactly how it looked at any point in the past.
Knowledge Discovery
AI analyzes resolved tickets to suggest new KB articles, spotting patterns in customer questions that don't have a good answer yet, and promoting successful agent responses into articles automatically.
Incident Detection
AI spots systemic issues from ticket patterns — when multiple customers report the same thing independently, it raises an incident alert, catching the wave before it turns into a flood of tickets.
Public Support Portals & Live Widgets
Floating Chat Widget
A lightweight Live Chat bubble that drops onto your website, signed in with the same account your customers already use.
Customer Ticket Dashboard
A dedicated member area where customers can securely track their issues and browse your public knowledge base.
Frequently Asked Questions
Every inbound ticket is scored for urgency and customer frustration, classified by category (billing, technical, account, feature request), matched to the best available agent by skill and workload, and given a drafted first reply for human review. Agents see the AI's draft pre-filled in the reply box — one-click send, or edit first.
Yes — choose from round-robin, skill-based matching, load-balanced, a blend of skill and load, or manual assignment, per queue. Agents declare their skills ("refunds", "technical", "enterprise accounts"); routing scores each agent's match and current load and picks the best fit.
Priority-based SLAs (Critical 1hr, High 4hr, Medium 24hr, Low 48hr, by default — fully configurable). The timer starts on ticket creation, pauses while you're waiting on the customer, and resumes on their reply. Breaches surface immediately in the agent dashboard and can trigger your own escalation or notification workflows.
Aeion Helpdesk ships its own live-chat widget — same backend, same agent UI as your tickets. If you need to keep an existing tool (Intercom, Drift, Zendesk Chat) during a transition, connect it via webhook so tickets flow into Helpdesk while the customer-facing widget stays put. Most teams fully consolidate within 60–90 days.
Knowledge base auto-builds from resolved tickets (with AI summarization), augmented by manually-written articles. Customers search the KB before opening tickets; deflection rate typically 30–50%. Submitting a ticket from the KB attaches the article history so agents see what the customer tried before asking.
Yes — the Forum module provides community discussion threads, voting, badges, and karma. Cross-link with Helpdesk so unresolved forum questions can convert to tickets if they go unanswered for N hours. Resolved community answers can be promoted to the KB.