Quickstart: AI-Powered Support in 5 Steps
From configuring your routing strategy to enabling zero-touch Auto-Resolution in under 10 minutes.
Three safety layers: (1) Sentiment gating—tickets with negative sentiment (<30 score) are skipped. (2) Active incident detection—if an incident is active within 5 hours, auto-resolve is skipped to prevent OOO replies during outages. (3) Confidence threshold of 0.85 requires high-confidence KB matches; vague matches are passed to agents.
When a ticket is closed and the customer replies "Thank you!" or an Out-Of-Office is received, Smart Reply Guard detects the intent and suppresses the ticket re-open. The message is logged but the SLA clock doesn't restart. This prevents a flood of false re-opens from bulk thank-you emails after a product launch.
Yes. Each category can have custom routing rules that override the global strategy. For example, "Billing" category → `skill_based` with billing specialists. "Technical Issues" → `load_balanced` to prevent any single agent from being overwhelmed. Rules are checked in priority order.
Every time an article is edited, a new version snapshot is created automatically. Versions track the version number, what changed (content update, title change, etc.), a change summary, diff stats (characters added/removed), and the full content at that point in time. Restoring an older version creates a new version referencing the one it was restored from — nothing is overwritten.
Yes. Screen share sessions run over WebRTC. Remote control is off by default and only turns on after the agent explicitly requests it and the customer consents. Every control action (key press, mouse move, clipboard) is logged for compliance, and the customer can revoke access at any time.
It analyzes historical ticket data — resolution time by category, priority, and agent skill — to calculate a risk score for each open ticket. Tickets with high risk scores are flagged as "at risk" before the actual SLA breach, so a supervisor can reassign proactively.
Helpdesk shares the Aeion OS database natively. The ticket sidebar queries CRM (contacts, deals, activities) and Commerce (orders, subscriptions, invoices) directly — no API sync needed. Agents see the customer's CRM lifetime value, active subscriptions, and order status without leaving the ticket.
Yes. The Copilot runs on the platform's AI service, which is configured in platform settings — any AI provider the platform supports (OpenAI, Anthropic, etc.) can power it. If AI is unavailable, it falls back to basic rule-based summaries instead of failing.