The right ticket to the right person - or no person at all
Routing isn't round-robin. Each ticket is matched to the agent whose skills, language, and current load fit it best. And when the answer is genuinely simple, it never needs an agent in the first place.
Matched by skill
Billing disputes go to the people who handle billing disputes. Language, product area, and past success all weigh in.
Balanced by load
The best-fit agent who also has capacity - so no one drowns while a queue sits idle next to them.
Or resolved outright
When the model is confident and the category is approved for it, the ticket closes itself - no handoff needed.
When AANISSGUPPY resolves on its own - and when it doesn’t
Clear question, matching knowledge, approved category. The ticket is resolved and the customer gets an instant answer.
A confident draft, but a person sends it. The customer still waits less, and nothing goes out unreviewed.
Ambiguous, sensitive, or outside the knowledge base. Routed straight to a human with everything gathered so far.
You set the threshold. Start conservative with review on everything, then open up auto-resolution category by category as trust builds.
The rest of the Desk Engine
AI Ticket Triage
Categorizes and prioritizes every incoming ticket automatically.
ExploreAuto-Drafted Responses
Pulls from your own knowledge base and resolved tickets, not generic templates.
ExploreSentiment Detection
Flags a frustrated or urgent customer before they escalate to be heard.
ExploreKnowledge Base
The living source of truth that powers every drafted answer.
ExploreSupport Analytics
Response time, resolution rate, and sentiment trends in one view.
ExploreRoute by fit, resolve by confidence
Trial AANISSGUPPY and configure exactly where the line sits between an automatic answer and a human one.