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CloudOffix Helpdesk: an AI-powered ticketing and support system.
CloudOffix Helpdesk is an AI-powered ticketing system that brings requests from email, web forms, live chat, the portal and voice channels into one place. Classify requests, route them to the right team, track SLA times and see the customer's full history on one screen.
Don't just log requests: resolve them with the right context.
Helpdesk software is a system that logs support requests from customers and employees as tickets, classifies them, routes them to the right team and tracks them through to resolution. CloudOffix Helpdesk does all this while staying connected to CRM and your other business processes.
All tickets in one place
Bring requests from every channel into a single queue.
SLA tracking
Monitor response and resolution times and spot delays before they happen.
AI automation
Speed up classification and routing with AI.
360° customer view
See every request alongside the customer's sales, projects and past conversations.
Your whole support operation on one platform.
Your customers should not have to explain the same thing twice: use CloudOffix Helpdesk connected to CRM, sales, projects and after-sales processes.
Omnichannel request capture
Turn requests from email, web forms, live chat, the portal and voice channels into central ticket records automatically, and report by channel.
Smart classification
Classify requests by topic, customer, product and priority, and get them to the right team with automatic assignment and escalation.
SLA tracking
Set first-response and resolution targets, and use reminders to make delay risks and service performance visible.
Team collaboration
Share comments, tasks, notes and files directly on the ticket, and manage owners and linked workflows from one place.
Self-service and knowledge centre
Help articles and FAQs let users find answers on their own and, when they need to, open a request and follow its status in the portal.
Reporting and analytics
Track request volumes, categories, response times, SLA performance, team performance and customer satisfaction.
AI that does more than answer: it moves support forward.
CloudOffix AI assistants and autonomous agents understand the context of a request, find the right information, create tickets and take action within their permissions.
Understands the request
Weighs up the topic, the customer and past interactions together.
Classifies
Suggests a category and priority, and routes the request to the right team.
Takes action
Finds the answer, creates a ticket or task and starts the process.
Hands over to a person
Passes complex issues to an agent without losing the context.
Be ready when your customers call, too.
CloudOffix AI Voice Agent takes your helpdesk to the phone channel and links every call to your ticket flow.
- Answers frequently asked questions
- Creates support tickets
- Checks the status of a request
- Transfers the call to a live agent when needed
See the return (ROI) on your helpdesk investment.
Measure the impact through team time saved, shorter resolution times, fewer SLA breaches and requests avoided through self-service. Monthly operational gain = number of automated requests × time saved per request × average hourly team cost.
Faster responses
Get each request to the right person sooner.
Less manual work
Automate repetitive replies and follow-ups.
Higher SLA compliance
See delays coming and manage them in advance.
Better experience
Deliver consistent, connected support.
About helpdesk and ticketing systems
Short answers to the questions people ask most often when choosing helpdesk software.
What is a ticketing system?
A ticketing system tracks every support request as a unique record. The requester, category, priority, responsible team, SLA time, correspondence and resolution history are all kept in that record.
How is a helpdesk different from a CRM?
A CRM manages customer relationships, whereas a helpdesk manages the resolution of support requests. In CloudOffix the two are connected, so teams see the customer's full history in the same context.
What does an SLA tracking system do?
An SLA tracking system monitors how quickly a request must be answered and when it must be resolved, and triggers a notification or escalation when there is a risk of delay.
Does it integrate with existing CRM and ERP systems?
Yes, CloudOffix can be integrated with your existing enterprise systems. The right integration model depends on the systems you use, your data structure and your security requirements.
How is helpdesk ROI measured?
Helpdesk ROI is measured through time saved per request, the number of tickets resolved automatically, the fall in SLA breaches, the gain in agent capacity and the change in operating costs.
Go beyond managing support requests.
Let's work out together the time, cost and customer experience gains CloudOffix Helpdesk can deliver through ticketing, SLA, integration and AI scenarios.