SwiftDesk
A support ticketing platform with AI-assisted triage for lean, fast-scaling support teams.
Timeline
10 weeks
Industry
Startups
Tech Stack
90%
Triage Time Saved
-62%
First-Response Time
97%
SLA Adherence
Overview
SwiftDesk targets fast-growing startups whose support volume was outpacing their small support team. We built a helpdesk ticketing platform with AI-assisted triage that routes and prioritizes incoming tickets automatically.
The Challenge
Support tickets arrived from multiple channels with no consistent prioritization, and a two-person support team was manually reading and routing every single ticket before it reached the right responder.
The Solution
We built a ticketing platform that classifies incoming tickets by urgency and topic using a language model, automatically routing them to the right queue and suggesting response templates for common issues. A unified inbox merges email, chat widget, and social channel messages into one queue.
Key Features
- AI-assisted ticket classification by urgency and topic
- Automated routing to team-specific queues
- Suggested response templates for common issue types
- Unified inbox merging email, chat, and social channels
- SLA tracking with breach warnings
- Customer satisfaction survey automation on ticket close
Results
- Cut manual ticket triage time for the support team dramatically
- Reduced average first-response time across all channels
- Improved SLA adherence through automated breach warnings
- Kept support headcount flat despite rising ticket volume
Gallery
“Our two-person support team was drowning before this. Now tickets land in the right queue automatically, and we actually hit our SLAs.”
