Spot the problem behind the tickets while it is still small.

I.ASit is a helpdesk for support teams. It groups customers who report the same issue and raises the alarm, drafts one fix for everyone affected, lets a supervisor nudge the team about tickets nobody has answered, and writes the shift report so nobody has to. People approve every step.

Try the live demoRequest a pilot

No sign up for the demo. It runs in your browser for 30 minutes.

What it does on a busy day

Support teams lose hours to the same complaint arriving twenty times, replies written from memory, and reports pieced together at the end of a shift. I.ASit takes those jobs on and leaves the decisions with your people.

Raises the alarm on repeat issues

When several customers report the same thing in a short window, their tickets are grouped and flagged in red, with a clock showing how long nobody has handled them. Left too long, it escalates on its own.

Drafts replies from your own knowledge

Suggestions come from the FAQs and policies you approve, plus the customer's history. An agent reads, edits and sends. Nothing goes out by itself.

Shows the whole customer

Earlier tickets, repeat problems and related reports from other customers sit beside the conversation, so nobody asks the same question twice.

Writes the reports

Each agent's daily report is drafted from what they actually did. Supervisors review it, comment, and send one weekly report up to the admin.

Writes one fix for many tickets

When no FAQ covers a repeat issue, it drafts a fix for that exact problem. A supervisor approves it, then one reply goes to every customer affected.

Nudges the team about unanswered tickets

Admins and supervisors pick the tickets still waiting and ask why in one message. Each person answers once, by number, and every answer lands on its ticket as a note.

Catches mix-ups before they are sent

While an agent types, the reply guard underlines a name, email or ticket number that belongs to a different customer.

Brings customers in from anywhere

A complaint form and website button, plus your support mailbox, turn customer messages and emails into tickets. Feedback and ideas go to their own inbox.

Keeps the shift accountable

Shift times, live availability, escalations, quality reviews and an audit log of who did what, and when.

Fits your industry from day one

Starting kits for fintech, logistics, field services, IT and retail set your ticket categories, reply time targets and alarm rules. Change any of it later.

NEW Two ways to close the gap

Answer the whole problem once. Chase what is still waiting.

A repeat issue should not mean twenty hand written replies, and a ticket nobody answered should not stay quiet. Suggested Fixes and Nudges handle both, and a person stays in charge of each step.

Suggested Fixes: one fix for every customer affected

When a recurring issue is flagged, I.ASit looks for the answer in your approved FAQs first. When no FAQ covers it, it drafts a fix for that exact problem: what is wrong, and the steps to put it right.

  • The approved fix goes to the available agent, who ticks the tickets it applies to and sends one personal reply to each customer.
  • If more customers report the same thing after it goes out, the fix is marked as possibly not working, so you look again.
  • A fix that worked is saved and offered next time the same problem appears.

Nudges: ask why tickets are still pending, all at once

Admins and supervisors can see every open ticket nobody has answered, tick the ones to chase, and send one nudge. No chasing people one ticket at a time.

  • Tickets with no owner go to the supervisors, and a ticket chased before shows when it was last nudged.
  • The team answers once, by number. Each line is saved as an internal note on the matching ticket.
  • The sender sees every reply next to its tickets, and every nudge is in the audit log.

Walk in as any of the three

Everyone on a team uses the same address. What you see depends on your seat. Pick one and you are inside straight away.

Agent

Works the queue.

  • Answers tickets with a suggested reply ready to edit
  • Sends one approved fix to every customer it applies to
  • Sees the red alarm when a problem repeats
  • Answers a nudge once, by number
  • Signs off with the shift report already written

Supervisor

Runs the floor.

  • Watches queue health and reply time risk
  • Approves suggested fixes before anything is sent
  • Nudges the team about tickets nobody has answered
  • Handles escalations and reviews daily reports
  • Moves people between shifts and teams

Admin

Owns the workspace.

  • Sees company wide numbers and the audit log
  • Controls who can do what, role by role
  • Manages knowledge, categories and the complaint form
  • Chooses who may nudge, with a tick box

Each demo lasts 30 minutes. The workspace is shared with other visitors and resets every hour, so please do not type anything private.

Want it for your own team?

During the test phase we set up a private workspace for your company, with your name, your ticket categories and your people.

Tell us a little about your team and we will reply by email.