AI Help Desk & Ticketing System With SLA — OpsIQ
AI Help Desk & Ticketing System With SLA — OpsIQ
The AI ticketing system includes features such as Routing Rules, Service Studio, business-hours SLA, multilingual replies, image and PDF intelligence, scoped customer context, and omnichannel support. Every ticket arrives ready to be resolved.
Key Features
- Advanced ticketing
- SLA management
- Routing capabilities
All requests, whether from email, the portal, widget requests, chat escalations, API, or admin compose, are brought into one native queue. Routing Rules determine the appropriate owner, while Service Studio manages SLA and status flow. OpsIQ Writing can translate the entire thread, inspect eligible images and PDFs, utilize permitted read-only account context, and prepare replies in the customer's language.
Ticket Management
Each ticket is tracked with the following details:
| Ticket Number | Customer | Subject | Status | Priority | Updated |
|---|---|---|---|---|---|
| TK-4830 | TM Meridian Studio | Domain email | Answered | Medium | Jun 20 |
| TK-8888 | ND Northline Digital | I need my account back | Answered | Medium | Jun 8 |
| TK-2147 | CO Cloud Orbit | Workspace access blocked | Answered | High | Jun 6 |
AI Triage
The AI triage system assesses ticket priority based on various factors:
- Technical issues with high priority and negative sentiment.
- Billing inquiries or renewal requests based on keywords, customer tier, and department match.
- Language detection for customer support in their preferred language.
Service Level Agreement (SLA)
The SLA policy includes:
- First response time: 30 minutes (business time)
- Resolution time: 4 hours (business time)
- Support hours: Lagos, excluding weekends and holidays
Pending and on-hold tickets can pause the SLA clock, and an escalation ladder is in place to notify leads, assign senior staff, and raise priority as needed.
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