XBuddy
Switch to Tiếng ViệtSwitch to English

Service Ticket Assistant

Tickets resolved before customers get frustrated

Process-aware agent tracking service ticket lifecycle and proposing timely escalation or assignment actions

Every week it does for you:

  • Flags tickets about to breach SLA so you escalate in time
  • Triages new tickets and drafts replies from your knowledge base
  • Forecasts next week's volume and rebalances agent workload
Book a demoAll assistants
Support Concierge — assistant output panel
Support Concierge — assistant output panel

Skills

8 skills

  • Ticket Volume Forecaster

    Forecasts next week's ticket volume from recent weeks and checks whether the queue outgrows throughput.

  • CSAT Risk Predictor

    Flags open tickets likely to end with a low satisfaction score, based on your own rated history.

  • SLA Breach Predictor

    Scans open tickets approaching their SLA deadline and flags them for immediate escalation.

  • Ticket TriageProposes · needs approval

    Classifies tickets as billing, bug, how-to or feature request and proposes a priority level.

  • Helpdesk ResponderProposes · needs approval

    Searches the knowledge base for relevant articles and drafts a suggested reply for the agent to review.

  • Setup Health Checker

    Checks configuration completeness: missing invoice prefix, no connected integrations, no approval workflows.

  • Agent Utilization

    Analyses agent workloads weekly, finds overloaded and underloaded agents and suggests ticket reassignment.

  • Knowledge Gap Finder

    Finds ticket clusters consuming the most support hours with no article coverage and proposes what to write.

In chat

Sample questions on live data

Every answer is a proposal inside the asker’s permission scope. Writes still wait for an authorised person.

1

Which tickets will breach SLA today?

SLA Breach Predictor

  1. 1.Reads clocks that are still running
  2. 2.Ranks by time left and customer tier
  3. 3.Drafts a reassignment if the owner is overloaded

A nudge the lead can accept.

2

Triage this inbound email.

Ticket Triage Agent

  1. 1.Suggests queue, priority and type
  2. 2.Links a matching knowledge article
  3. 3.Does not create a second ticket

Classification as a proposal on the existing item.

3

What do customers keep asking that we have no article for?

Knowledge Gap Finder

  1. 1.Clusters recent tickets
  2. 2.Compares to published articles
  3. 3.Drafts a topic list for knowledge

A content backlog, not auto-published pages.

See also

Nearby apps and assistants

The person decides, not the AI

Every write an assistant proposes waits for an authorised human to approve it. Nothing executes on its own.

Book a demoSee all 35 assistants