Support Desk · Proposed AI workflow
Respond to a ticket that is still unresolved
During the afternoon queue review, a customer says their account is still locked even though their ticket is marked Replied.
Try the Support Desk demo →Application screenshots · Sample data
How Support Desk works today
Find TK-501 · Account access on the Support Desk board. Replied records that someone responded. Move the ticket to Resolved once the issue is closed.
Simulation · Fictional records
Walk through the chat
Follow the scripted conversation and review the proposed action. Choices affect this walkthrough only.
Requester
What is still open on TK-501?
Proposed agent workflow
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Read
On a customer follow-up, match the verified ticket and read its status and conversation. Summarize the reset attempt and continuing lock.
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Check
For TK-501, compare the access team’s case status with the conversation. Identify pending verification and the missing attempt timestamp.
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Draft
When the support agent asks, check the support playbook for approved troubleshooting questions and draft the next reply for review.
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Approve and queue
On support agent approval, recheck for newer replies or a resolved access case. Queue the approved reply on TK-501 for delivery.
Result after approval
Approved reply queued on TK-501. Ticket remains Replied pending access verification.
Exception path
If the access team’s case system is unavailable, the assistant says it cannot verify current progress. The reply stays pending while the assigned support agent checks directly with the access team.
What to measure in a pilot
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Follow-up preparation time
Measure from customer follow-up to approved reply.
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Draft corrections
Count factual corrections made by agents per reviewed draft.