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CUSTOMER SUPPORT
Automate customer support ticketing
We log, classify and route every ticket instantly so your support responds fast and nothing falls through the cracks.
Automate customer support ticketing
Automating customer support ticketing is deployed over your current systems and flows, with human supervision and traceability. Before automating we define which task, which exceptions and what outcome is acceptable.
We work from Barcelona and Madrid and remotely across Spain, Europe, LATAM and the United States. The agent is designed for your real process, not the other way round: integrations, permissions and milestone control.
We hand over the agent, its configurations, repositories and documentation in accounts owned by your company, without lock-in and with the ability to audit or rotate credentials.
We log, classify and route every ticket instantly so your support responds fast and nothing falls through the cracks.
THE CHALLENGE
customer support ticketing
Leaving customer support ticketing to a person is slow and leaves room for error; automating it without governance is a risk. The sweet spot is an agent with rules, exceptions and control.
Scattered requests without a ticket
Requests arrive through many channels without being logged in a ticket. Topics get lost among chats and loose emails.
Slow manual assignment
Each ticket is handed out by hand based on availability at the time. Urgent tickets wait alongside those that can wait.
No status tracking
The customer does not know where their request stands and the team has no queue view. Resolution times spike without control.
APPROACH
customer support ticketing
An agent with rules, exceptions and milestone control.
Unified ticket creation
Each request becomes a single ticket with category, priority and source. Information is normalised from any channel.
Classification and prioritisation by rules
Rules assign category, priority and SLA by request type and customer. Non-fitting cases are flagged for human review.
Assignment with oversight
The system proposes the right agent and the coordinator confirms the assignment. Each urgent ticket is handled by its real priority.
Traceable resolution and close
Each ticket is resolved with its action history and closed with confirmation. Queue and resolution metrics update automatically.
DELIVERABLES
customer support ticketing
An operational, traceable agent under your control.
Unified ticketing system
Single record of requests from any channel with category and priority.
Prioritisation and SLA rules
Configured criteria for category, priority and response times.
Supervised assignment
Distribution of tickets to the right agent with coordinator confirmation.
Resolution metrics
Panel of queues, times and resolution rates updated automatically.
TRUST
AI applied to real processes with supervision
AI agents with human supervision, traceability and milestone control since 2008, in Barcelona and Madrid and remote. Code and documentation under your control, without lock-in.
- A clear task and success criteria before automating.
- Human supervision with milestone and exception control.
- A measurable first release before expanding scope.
- Code, configurations and documentation under your control.
FAQ
Questions about automate customer support ticketing
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