Escalation.
Right team, right context.

Ticket Creation

Ticket Ingestion

Creates and organizes support tickets from customer requests received through connected channels.

Ticket Classification

Issue Classification

Automatically identifies the issue type, category, priority level, and relevant support queue for incoming tickets.

Knowledge Search

Knowledge Retrieval

Searches approved knowledge sources to find relevant answers, troubleshooting steps, and support documentation for the current issue.

Customer Context

Customer History Retrieval

Retrieves relevant customer account details, interaction history, open tickets, and previous resolutions to provide context for each support request.

Agent Assist

Agent Guidance

Provides support agents with suggested responses, relevant knowledge articles, and recommended next actions based on the current ticket.

Response Generation

Customer Response Drafting

Generates context-aware customer responses using approved support information, conversation history, and configured tone guidelines.

Ticket Routing

Intelligent Routing

Routes support requests to the appropriate team, queue, or agent based on issue type, priority, customer tier, and business rules.

Escalation

Issue Escalation

Escalates unresolved or high-priority customer issues to the appropriate support team or manager with full context and history.

Customer Notification

Proactive Customer Updates

Sends customers automated updates, confirmations, status changes, reminders, and resolution notifications throughout the support process.

Support Summary

Conversation Summary

Summarizes customer conversations, issue history, actions taken, resolution status, and next steps for agent review and records.

Support Analytics

Support Performance Insights

Analyzes support ticket volumes, resolution times, CSAT trends, escalation rates, and agent performance to surface actionable insights.

Zendesk

Support Platform

Syncs tickets, customer data, and support activity between SoloBuildAI and the Zendesk customer support platform.

ServiceNow

ITSM & Service Management

Routes support workflows, manages incidents, and tracks service requests through ServiceNow's ITSM platform.

Slack

Team Notifications

Sends real-time support notifications, escalation alerts, and team updates to appropriate Slack channels.