The built-in helpdesk of ZelixAI transforms every incoming customer question — via chat, email or form — into a structured ticket. Each ticket is automatically assigned a priority based on the message content, the customer's value and any keywords you define as urgent. Your team always knows what to tackle first.
SLA timers help make sure no ticket slips through the cracks. You set a deadline in hours per priority level. When a ticket nears its deadline, it shows up as almost expired in the ticket overview, so your agents can pick it up in time.
Tickets are displayed in a shared inbox that all team members can view and manage. Assign tickets to specific agents or teams, add internal notes invisible to customers and move tickets between categories with ease. A dashboard shows at a glance which tickets are on track, almost expired or expired.
The combination of AI automation and human oversight makes the system exceptionally efficient. The AI answers simple questions directly and fully automatically, while more complex requests are queued as tickets for a human agent. The result: less repetitive work for your team, faster service for your customers and a complete audit trail of every interaction.