Tickets
AI customer ticket support for the shared inbox
Email and portal tickets look the same until someone reads them. A certificate request, a short shipment, and a site delay sit in one inbox. The person who can answer is on a line or a job, so threads get forwarded and age. This agent sorts the queue, attaches the record, drafts a reply in your voice, and routes the case to the plant, product, or person who owns it. A human still sends anything that changes a promise.
WORKFLOW
How the system runs
Mail and portal tickets are read, retrieved against approved snippets, then drafted back into the same helpdesk.
Channel
Email inbox
Channel
Customer portal
Agent
Ticket agent
Memory
Thread memory
Vector DB
Snippet vector DB
Integration
ERP / job record
Integration
Helpdesk
Write-back
Draft reply
Human
Human send
01 / 06 · Email or portal ticket
- Channel
- Agent
- Memory
- Vector DB
- Integration
- Human
- Write-back
How it runs
01
Sort the queue by the work it creates
We label a sample of real tickets with your team: status checks, document requests, complaints, and true exceptions. The agent learns those buckets, not a generic helpdesk taxonomy.
02
Draft from the record
Replies pull order, lot, job, or shipment facts from your systems. If the fact is missing, the draft says what is missing instead of filling the gap.
03
Route to the owner
Plant, line, project, and account rules decide who sees the ticket. Urgent safety, quality holds, and credit issues skip the draft and go straight to a person.
04
Keep a human on the send
Early on, people approve replies. As the evals hold, low-risk status updates can send on their own, with a log your team can audit.
Where it shows up
RFI and submittal chase
Incoming questions about a spec, a substitution, or a missing submittal get tied to the project and the package, then land with the coordinator who owns that scope.
Distributor inbox
Artwork, dieline, and delivery questions from brokers get a draft that cites the job number. Shortages and print defects route to customer service with the lot attached.
Plant and OEM desk
Portal tickets about lead time, certificates, and serial history are drafted from ERP. Warranty-style complaints are tagged so quality can see them later.
Questions we get
Does the agent send email on its own?
Only after you approve the class of reply. Status lookups are the usual first candidate. Credits, concessions, and anything that admits fault stay in a person's outbox.
Can it work beside the helpdesk we already have?
Yes. We sit in front of the inbox or inside the tool you use now, and we write back to the same ticket so the history stays in one place.
How does it avoid a confident wrong answer?
Every factual sentence has to come from a system field or an approved snippet. If neither exists, the draft asks for the missing detail or assigns a person.
What about attachments?
The agent can read common PDFs and photos well enough to title the ticket and pull job or lot numbers. A person still judges print quality, site conditions, and safety.
How is this different from a chatbot on the website?
This is for the queue your team already works: email, portal, and forwarded calls. The goal is a shorter time-to-owner, not a widget that deflects visitors.
Related agents
- AI voice agents
Answer order, delivery, and scheduling calls, and hand a person the ones that need a decision.
- Customer feedback analytics
Cluster calls, tickets, surveys, and reviews into themes a plant can act on.
- Warranty and quality-claim intelligence
Group returns and defects by SKU, line, supplier, and site.
Industries: Construction, Packaging, Manufacturing, Financial services, Retail and e-commerce, Food and beverage, Real estate, Healthcare, Travel and hospitality, Education