01Sales and CRM · module
Helpdesk and customer support
Tickets from email inboxes, queues, custom workflows, and AI request routing
- Ticket (support case)
- Support inbox
- Queue
- Workflow status
- Priority
- Request type
- Inbound mail rule
- Ticket event
- Support view
- 14
- capabilities
- 9
- record types
- 7
- automations
- 9
- integrations and AI tools
02What the module does
Less routine. More value.
SupportDesk turns your shared email inboxes into a helpdesk: every incoming email becomes a numbered ticket with a queue, priority and status. Your support team works from ticket views, replies directly in the customer thread and sees the full request history. On inboxes with AI triage enabled, the system categorizes emails, suggests closing resolved tickets and splits requests into bugs, out-of-scope work and questions with hour estimates.
- Emails turned straight into ticketsAn email arriving in a monitored inbox becomes a ticket—a tracked customer request—with a number and your custom prefix. Every request gets its own ID without anyone having to log it by hand.
- Noise stays out of your queuesInbound mail rules can filter out newsletters, automated alerts and internal emails while logging each decision. Your team focuses on real customer requests, and you can always check why a message did not create a ticket.
- Replies match the right ticketA customer's reply is attached to the right ticket by the ticket number in the subject or by the email thread. The full history stays together without spawning duplicate tickets.
- Auto-replies on your termsFor each inbox, you choose the auto-reply behavior: none, on the first message only, or on every customer message. You decide how often customers get an automated acknowledgment.
- Conversations stay in one threadYou reply directly into the customer's thread from the ticket, and CC rules let you keep recipients from the incoming email or message only the customer. From the customer's side, it reads as one continuous conversation.
- Team collaboration inside the ticketAdd internal notes and tasks to a ticket, merge duplicates and mark junk mail as spam. All work on the request stays in one place.
- Complete request historyThe ticket timeline logs every message, status change and assessment. Anyone taking over the request sees what happened right away without having to ask around.
- Ticket statuses built around your support flowWith custom statuses, you control whether they start or stop wait-time tracking, count as closed, reopen on a customer reply and send a notification. Support runs according to your rules.
- Every ticket routed to its queueEach queue has its own default status, priority and assignment rule. New tickets inherit their settings from the queue, saving you from picking them manually every time.
- Long wait times stand out at a glanceTicket views can be tailored by owner, team or role, with color coding based on waiting time. Support leads immediately see who has been waiting the longest.
- Email screening before ticket creationOn inboxes with AI triage enabled, artificial intelligence evaluates each new email before a ticket is created. If triage fails, the ticket still opens so no email is ever lost.
- AI checks for resolved ticketsAfter every reply and every 15 minutes, AI evaluates whether a ticket has been resolved. As long as the customer's last message has an unanswered request, it stays open; AI never closes tickets that are actively being worked on.
- Requests broken down by typeAI splits the customer's latest message into bugs, out-of-scope work and questions with hour estimates. You immediately see what is a bug, what is a question and what is billable extra work.
- Extra-work quotes wait for your approvalFor out-of-scope work, the system prepares a customer quote as a draft that a person sends. Someone on your team always decides what goes out to the customer.
03How it works
How it works step by step.
From email to ticket
You choose which inboxes the helpdesk monitors. Inbound mail rules can filter out newsletters, automated notifications or messages from your own domain and log every decision. An inbox can also be set to triage-only mode, without creating tickets or sending auto-replies.
Read in detail
A customer reply to an existing request is matched to the right ticket by the ticket number in the subject line or by the email thread. A new conversation creates a ticket with a default queue, status and priority, a number with your custom prefix, a requester taken from Reply-To or From, and an optional auto-reply on the first message or on every message. The requester contact is created manually, as a suggestion or automatically based on the inbox settings. If AI triage fails, the ticket is still opened so no email is ever lost.
Working with tickets
Replies sent from a ticket go into the customer's email thread with configurable CC rules: keep recipients copied on the incoming message, or reply to the customer only. You can add internal notes and tasks to a ticket, link the requester contact, merge duplicate tickets, mark messages as spam or create a ticket manually. The timeline records messages, status changes, closures, reopenings, merges and AI assessments.
Read in detail
A customer reply can reopen a closed ticket if its status allows it, bringing the last completed task back into active work as well. Ticket views can be configured per owner, team or role with filters, widgets, groupings and color highlighting based on waiting time.
Custom workflows, queues and request types
Ticket statuses are data, not hardcoded logic. For each status, you define whether it starts or stops waiting-time tracking, whether it counts as closed, whether a customer reply reopens the ticket and whether it sends the customer a template notification. Queues have a default status, priority and assignment rule. Request types carry instructions for AI and can automatically create a task during triage.
AI triage, closure and out-of-scope work
On inboxes with AI triage enabled, the model evaluates whether a ticket is resolved after every reply and every 15 minutes. A ticket stays open as long as the customer's latest message contains an unanswered specific request. AI never closes tickets in active-work statuses and only closes tickets when its confidence is at least 0.6.
Read in detail
Request analysis splits the customer's latest message into bugs, out-of-scope work and questions with hour estimates. For out-of-scope work, it prepares a customer quote as a draft for a team member to send; it fills in a price only where one can be derived from previously billed extra work. When the customer replies to the quote, the system reads the response and moves the ticket based on whether it was approved or declined.
AI agents in tickets
Via MCP, an AI agent loads a ticket by number and replies in the customer thread with an outcome: resolved, waiting for customer or in progress. When draft replies are enabled, the agent only prepares the response and a person sends it from the ticket page.
04What runs automatically
Automations that save time.
Every email lands in the right place
Whenever an incoming email syncs, the system either creates a new ticket or appends it to an existing one. Your team sees every request in their queue without copying anything from email.
Periodic check of open tickets
On inboxes with AI triage enabled, artificial intelligence reviews open tickets every 15 minutes. Resolved requests do not sit unnoticed in the queue.
Auto-reply per inbox settings
When a message arrives, the system sends the customer an automatic reply based on the inbox settings. The customer gets an acknowledgment even before a team member picks up the ticket.
Customer replies reopen the ticket
When a customer replies and the status rules allow it, a closed ticket reopens automatically. Their message never gets buried inside an already resolved case.
Tasks return to active work
When a ticket reopens, its last completed task also returns to active work. The assignee can pick up right where they left off without creating a new task.
Task progress on the timeline
As tasks linked to a ticket move forward, their progress appears on the ticket timeline. The whole team sees the resolution status directly on the customer request.
Tasks created during triage
For selected request types, the system creates a task right during triage. Work goes straight to resolution without manual entry.
External integrations
- Your shared inboxesThe helpdesk works with your company's shared email inboxes connected through the Email module. Customers keep writing to the same addresses, and you get structured tickets.
- AI provider connectionTriage and assessment run through the AI provider configured in your AI chat settings. You manage the provider in one place across the system.
- Access for AI agentsThrough the MCP interface—the standard for connecting AI agents—an agent loads a ticket by number and replies in the customer thread. If draft replies are enabled, a person sends them out.
What the AI agent handles
Decides what becomes a ticket
AI triages each new email and decides whether it should create a ticket. If triage fails, the ticket is still opened so no customer request disappears.
Ticket closure suggestion
When a customer request is resolved, AI suggests closing the ticket. It never closes tickets in active-work statuses, and any ticket with an unanswered request in the latest message stays open.
Bugs, extra work and questions separated
AI splits a request into bugs, out-of-scope work and questions with hour estimates. Your team can easily decide what to fix right away and what to quote as extra work.
Ticket loaded by number
An agent loads a ticket by its number, including status, requester and the latest messages in the thread. Before starting work on the request, it has all the essentials in front of it.
Reply with a logged outcome
An agent replies in the ticket thread and records the outcome: resolved, waiting for customer or in progress. The team always sees where the request stands.
A human has the final say
When draft replies are enabled, the agent saves its response as a draft and a person sends it from the ticket page. Nothing goes out to the customer without review.
A person approves whenever money, a customer, or an exception is involved.
05Frequently asked questions
Do I need a new email address for the helpdesk?
No. SupportDesk monitors the existing shared inboxes you already have connected in Draivix. For each inbox, you configure whether it creates tickets and how it replies.
Does AI close tickets on its own?
Only on inboxes with AI triage enabled and only when its confidence is at least 0.6. It never closes tickets in active-work statuses or tickets with an unanswered customer request, and every assessment is visible on the timeline.
Can AI reply to customers?
An AI agent can reply in the ticket thread via MCP. If you enable draft replies, the agent only prepares the response and a person sends it.
How does the system match a customer reply to an existing ticket?
By the ticket number in the subject line or by the email thread. The message is attached to the ticket and reopens it if the status settings allow.
Does SupportDesk track response deadlines?
Ticket views highlight tickets in color based on waiting time and the thresholds you set. This version does not include standalone SLA enforcement.
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- CRM and sales pipelineProspects, leads and sales opportunities with controlled stages, forecasting and cashflow
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