Connect ServiceNow, Jira Service Desk or HubSpot so customers get real ticket answers by text — and your own staff can raise and chase IT tickets the same way.
Most support automation makes the customer do the work: find the portal, remember the login, dig out the ticket number. Texting inverts that. They message a number already in their phone, and an agent that can read your helpdesk answers with the status of their actual ticket.
The same setup solves internal IT. Employees who will never log into the service desk will happily text "my laptop will not connect to the VPN" — and that becomes a properly formed ticket in the right queue, with the conversation attached.
When something genuinely needs a person, the agent says so, opens the ticket with the full thread attached, and tells them a human will follow up. Your team starts with context instead of a cold "customer says it is broken".
The "any update?" messages get answered instantly from real ticket data, leaving your team the tickets that actually need a person.
Staff who would never open the portal will text. Turn that message into a properly formed ticket in the right queue, with the conversation attached.
Each client connects their own helpdesk instance, so one agent serves all of them without your team brokering access to anything.
Connect the helpdesk once and the agent works the queue for everyone — reading ticket status, answering from your knowledge base and creating tickets that land in the right place.
For B2B support, each client connects their own instance so the agent answers about their tickets in their environment. Internally, each employee connects their own account so the agent only surfaces their tickets.
The same agent, asked different things by different people on the team.
The agent looks it up and reports the real status and next step, in seconds rather than after a queue.
No portal, no form, no category dropdown. The agent turns the message into a properly formed ticket in the right queue.
A person steps into the same conversation the agent was having. To the customer it is one continuous thread, not a transfer.
Password resets, status checks and known issues get handled in the thread, so the queue is what actually needs judgement.
Ask what is open against your team and what breached SLA today, without opening the service desk.
Ship one agent, let every client connect their own helpdesk, and each gets answers scoped to their own environment.
It says so plainly, opens a ticket with the conversation attached, and tells the person a human will follow up — rather than guessing at an answer.
Yes. Your team can step into the same thread, and from the other side nothing changes — same conversation, same number.
Yes. Add your docs, FAQs or site to the agent’s knowledge base and it answers from those alongside live ticket data.
Yes, and it is often the easier win — employees who ignore the self-service portal will text, so tickets get raised that previously went unlogged.
Pick a model, write a prompt, connect the tools it needs, and go live in the blue bubble — no code required.