Urgent ticket auto-assignment

Instantly routes urgent tickets to the next available agent so nothing sits unassigned.

AI reply suggestion

Drafts an AI-suggested reply the moment a customer message arrives, grounded in your knowledge base.

SLA risk alert

Warns the team before a high-priority ticket breaches its response SLA.

Slack incident notification

Posts an alert to the incidents channel whenever a ticket is tagged with an outage or security issue.

Knowledge base recommendation

Flags resolved tickets that took longer than usual so the team can turn them into new help articles.