Customer Support That Scales With AI
A full-featured helpdesk where AI handles the common questions. Ticket management with priorities and SLA tracking, threaded conversations, canned responses, and AI that auto-resolves tickets using your knowledge base via RAG. When AI can't resolve, agents get draft responses with source citations. CSAT surveys, analytics, and email notifications included. 5 dashboard pages and 27 API routes.
Dashboard Pages
API Routes
Database Tables
AI Modes
A complete ticket system with enforced status transitions (open → pending → in progress → waiting → resolved → closed), four priority levels, agent assignment, internal notes, tags, and threaded conversations. Everything support teams need.
Define first-response and resolution time targets per priority level. A cron job monitors deadlines and triggers escalation alerts via email and in-app notifications when SLAs approach or breach. Compliance percentages are tracked in analytics.
When a ticket arrives, AI searches your help center and knowledge base using RAG. If confidence exceeds the threshold you set, it sends the response and closes the ticket automatically. Customers can reopen if the answer was insufficient. Toggle per organization.
For tickets below the auto-resolve threshold, agents see an AI-suggested draft with a confidence score and source citations showing which help articles were used. Accept the suggestion, edit it, or dismiss with one click.
Create reusable response templates for common questions. Agents can insert and customize them instantly in any ticket reply. Usage statistics show which templates are used most, helping identify frequent issues.
Automatically send CSAT surveys after ticket resolution. Customers rate 1–5 stars with an optional comment. Scores are tracked per agent over time and visible in the support analytics dashboard.
Incoming tickets are automatically categorized by priority and type using AI analysis of the subject and description. This reduces triage time and ensures tickets reach the right agent faster.
Track ticket volume, average resolution time, AI resolution rate, SLA compliance, agent performance, and customer satisfaction trends — all in one dashboard. Know exactly how your support operation is performing.
Your users get a helpdesk that scales with AI — common questions are resolved automatically, so fewer tickets reach human agents. Support costs go down as the user base grows.
If your product has extensive documentation, the RAG-powered AI can resolve most common questions automatically from help center articles. The more you document, the more AI handles.
Each organization gets their own helpdesk with separate SLA policies, canned responses, AI confidence thresholds, and analytics. Perfect for platforms where each team manages their own customer support.
Add to your Codapult project with a single command:
npx @codapult/cli plugins add @codapult/plugin-helpdeskWhen a new ticket arrives, the AI searches your help center using RAG (Retrieval-Augmented Generation). If confidence exceeds the threshold you configure per organization, the AI sends the response and closes the ticket. Customers can always reopen auto-resolved tickets.
Yes. Each organization independently configures the auto-resolve confidence threshold, enables/disables AI classification and response suggestions, and manages their own SLA policies and canned responses.
Yes. It uses Codapult's built-in RAG pipeline to search your help center MDX articles and any custom knowledge base content you've indexed. The more documentation you have, the better the AI performs.
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