Capacity Helpdesk is an AI-powered ticketing platform designed to streamline customer support operations. It automates repetitive tasks, reduces handle time, and empowers support teams to deliver faster, more consistent service. With features like Copilot and Autopilot, Kanban boards, SLA tracking, and deep integrations, Capacity Helpdesk helps organizations scale their support while maintaining high-quality customer experiences.

Features

• AI-Powered Automations: Handles repetitive questions, escalates issues, and keeps workflows moving to resolve tickets faster.
• Copilot & Autopilot:
  • Copilot: Drafts responses using your knowledge base with customizable tones (concise, empathetic, enthusiastic, etc.).
  • Autopilot: Automatically responds to tickets after learning from Copilot interactions.
• Knowledge Base Integration:
  • Stores answers from tickets for future use.
  • Maps responses to existing knowledge for consistent replies.
  • Virtual Agent handles similar future inquiries automatically.
• Kanban Ticket Tracking:
  • Custom swimlanes for project-specific workflows.
  • Drag-and-drop interface for ticket management.
  • Quick peek feature for fast ticket previews.
• Advanced Filtering & Views:
  • Pinned and shared views for team collaboration.
  • Watchers to stay updated on ticket progress.
• Automations & Notifications:
  • Trigger workflows, notifications, or emails based on ticket events.
  • Nudge agents or managers when SLAs are at risk.
• SLA Management:
  • Track SLAs by project, priority, or ticket type (assignment, first response, resolution).
• Custom Fields:
  • Support for text, dates, dropdowns, booleans, and dependent fields.
  • Enforce required fields for ticket creation and resolution.
• Mobile App:
  • Available on iOS and Android.
  • Integrated with Capacity Knowledge Base for on-the-go support.
• Analytics & Reporting:
  • Dashboards to monitor ticket trends, agent performance, and bottlenecks.
  • CSV export and API access for integration with BI tools like Tableau, Looker, or Power BI.

Benefits

• Faster Ticket Resolution: Automations and AI suggestions reduce response and resolution times.
• Reduced Agent Workload: Copilot and Autopilot handle repetitive tasks, freeing agents for complex issues.
• Improved Customer Satisfaction: Consistent, accurate, and timely responses enhance the customer experience.
• Scalable Support Operations: Easily adapts to growing support needs with enterprise-ready features.
• Enhanced Collaboration: Shared views, watchers, and Kanban boards keep teams aligned.
• Data-Driven Decisions: Analytics and reporting tools provide insights to optimize support performance.