Resolve customer issues faster with AI-assisted support
Ticket management system with SLA tracking, priority routing, and AI-suggested responses. Deliver faster, better support across all channels.
Key Capabilities
Ticket Management
Create, assign, and track support tickets with priority levels, categories, and SLA timers.
AI Response Suggestions
AI analyzes ticket content and suggests relevant responses from your knowledge base.
SLA Tracking
Define SLAs by priority and category. Automated escalation when deadlines approach.
Knowledge Base
Build a self-service knowledge base with articles, FAQs, and searchable documentation.
Agent Performance
Track resolution time, customer satisfaction, ticket volume, and agent workload.
Multi-channel Support
Tickets from WhatsApp, email, and web forms — all in one unified queue.
Benefits
- Reduce average resolution time by 50%
- AI-assisted responses for faster replies
- SLA compliance tracking and alerts
- Self-service knowledge base reduces ticket volume
- Unified queue across all support channels
Real-World Use Cases
See how businesses like yours use Orbix Helpdesk to solve real problems.
SaaS Platform
Challenge
A SaaS company receives 150+ support tickets daily. Priority tickets (downtime, billing) get buried alongside low-priority feature requests, breaching SLAs.
Result
SLA-based auto-prioritization and escalation rules ensure critical tickets are addressed first. AI suggests solutions from the knowledge base, resolving 30% of tickets without human intervention.
E-commerce Marketplace
Challenge
An online marketplace handles complaints from both buyers and sellers — refund requests, shipping issues, and account disputes — across email, WhatsApp, and web forms.
Result
Multi-channel tickets flow into a unified queue. Category-based routing sends payment issues to finance and shipping issues to logistics. Average resolution time dropped from 48 to 12 hours.
Telecom Provider
Challenge
A regional ISP's support team handles network complaints, billing queries, and new connection requests. Customers repeat their issue to multiple agents.
Result
Complete ticket history prevents customers from repeating themselves. The knowledge base handles common queries (plan details, reset instructions), reducing ticket volume by 25%.
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