Every Query Answered, Tracked, and Escalated — Automatically
Give support teams a single system that captures queries from every channel, routes them to the right team, tracks SLA deadlines, and keeps customers updated — with AI-generated response suggestions at every step.
An AI-powered customer support system that receives customer queries from email and web forms, automatically categorises and prioritises them, routes each request to the right team, tracks SLA deadlines, suggests AI-generated responses, escalates overdue or high-priority cases, keeps customers updated automatically, and provides a live dashboard showing ticket status, response times, resolution trends, recurring issues and team performance.
A single customer support system that helps your business:
Every query from email and web forms is captured automatically into a single ticketing system, with no query missed or sitting unassigned in an inbox.
Tickets are categorised and prioritised automatically based on their content and urgency, and routed to the correct team without manual sorting.
Agents receive an AI-generated response suggestion for each ticket, which they can review, edit, and send — reducing time spent on repetitive replies.
SLA deadlines are tracked for every ticket, with at-risk tickets flagged and overdue tickets escalated automatically before the customer needs to ask.
Managers get a live dashboard showing ticket status, response times, resolution trends, recurring issues, and team performance in one place.
A real-time view of open tickets, SLA status, response times, and team workload across all channels.
Every customer query from email and web forms, captured, categorised, and prioritised in one place.
A real-time view of SLA deadlines for every ticket, showing which are on track, at risk, or breached.
An AI-drafted reply for each ticket, ready for an agent to review, edit, and send.
A prioritised list of overdue or high-priority tickets that have been automatically escalated for immediate attention.
A record of every automatic status update sent to a customer for a given ticket.
A report showing resolution times and volumes over time, by category, channel, or team.
A summary of ticket volumes, response times, and resolution rates by agent or team, for management review.
A customer query arrives by email or web form and is automatically captured as a new ticket in the system.
The system analyses the query content to assign a category and priority level automatically.
Based on category and priority, the ticket is routed automatically to the team responsible for handling it.
The system generates a suggested response based on the query and any relevant knowledge base content, ready for agent review.
The assigned agent reviews the AI-suggested response, edits it if needed, and sends it to the customer.
The system tracks the SLA deadline for the ticket, sending alerts if it is at risk and escalating automatically if it breaches.
Once resolved, the customer is notified automatically, and the ticket, along with the full interaction history, is closed and archived.
The solution enforces response quality and SLA discipline while maintaining a complete interaction record.
AI-generated responses cannot be sent automatically without agent review, ensuring every reply is checked before it reaches a customer.
Tickets that breach their SLA deadline are escalated automatically according to defined rules, removing dependence on manual monitoring.
Only authorised roles can override the automatically assigned priority of a ticket, preventing inconsistent prioritisation.
Every action on a ticket — categorisation, routing, response, escalation, and resolution — is logged with the responsible user or system action and timestamp.
Where tickets require customer or order data from connected CRM or ERP systems, the system validates the data before it is used in a response.
Tickets are flagged as a recurring issue only after they exceed a configured similarity and frequency threshold, keeping the signal meaningful for managers.
Receives tickets already categorised, prioritised, and routed, with an AI-drafted response ready to review — reducing time spent on repetitive work.
Monitors SLA status and escalations for their team in real time, and reassigns tickets before they breach.
Reviews the live dashboard for ticket volumes, response times, resolution trends, and team performance to identify bottlenecks.
Receives automatic status updates and faster responses, without needing to follow up to know where their query stands.
Manages the integrations that bring customer and order data into the ticketing system for accurate, informed responses.
Uses recurring issue reports and team performance data to identify training needs and knowledge base gaps.
Share these inputs and Zinie turns them into a working Resolve AI experience tailored to your process.