COMPLETE TICKETING AND CUSTOMER SUPPORT SYSTEM
Nous.Ticket™ AI
Built on the Synapsis™ AI technology platform, Nous.Ticket™ AI is a complete ticketing system for organizing support requests, customer communication, assignments, SLAs and resolution knowledge. It connects with Microsoft 365, uses AI automations and helps support teams respond faster, with clear prioritization and a complete history of every case.
SUPPORT INSIDE THE SOLUTION ENVIRONMENT
Daily support operations inside the platform
Each section describes a key part of the support workflow: central visibility, customers, communication channels, requests, assignment and resolution knowledge.
01 · HOME PAGE
Dashboard with immediate view of requests, workload and priorities
Real-time metrics for open requests, priorities, SLAs and team workload, so support teams can immediately see where action is needed and which cases should come first.
02 · CUSTOMERS – CONTRACTS – SLAs
Complete views of customers, contacts, contracts and SLA policies
Each request is connected to the correct customer, contact, installation or support contract, with controlled SLA policies so the team immediately understands the context, history and service obligations.
03 · CHANNELS AND REQUEST ORGANIZATION
Requests from email and internal entries in one unified workflow
Incoming Microsoft 365 messages can be converted into requests, categorized and routed, so nothing is lost in personal inboxes or fragmented conversations. All customer communications are also gathered inside the support request for easy search and reference.
04 · REQUEST MANAGEMENT
A support workflow organized from the first entry through to resolution
Requests are managed with clear hierarchy, status, priority, SLA and responsible handler. The AI assistant supports categorization, conversation summaries and routing each request to the correct next step.
05 · ASSIGNMENT, ORGANIZATION AND REQUEST TRACKING
From assignment to the final response, everything in one workflow
Every request is tracked with activity history, comments, assignments and internal collaboration, so the team knows what has been done, who is responsible and what response should be given to the customer. With request merging, organizing related cases into common requests becomes very easy.
06 · BUSINESS KNOWLEDGE BASE
AI-assisted knowledge base creation
Operational knowledge for issue resolution is one of the most valuable assets of a business. With support from the Synapsis AI ecosystem, every resolved request helps build a reusable knowledge base for similar incidents. The AI agent identifies key information from the discussions that take place during problem resolution and automatically describes both the reproduction steps and the resolution steps, creating a valuable knowledge asset for the organization.
07 · REPORT & DASHBOARD DESIGNER
AI-assisted report and dashboard creation
With the Synapsis AI ecosystem, creating reports and dashboards becomes faster and more meaningful. Users can describe what they want to monitor — such as response times, SLAs, team workload, request categories or customer service levels — and the AI assistant can support the creation of reports, indicators and visualizations that turn support data into practical insight for decision-making.
