Read and understand
Each ticket is read for what the customer is actually asking, so a badly worded message about a late delivery still lands in the right place.
AI help desk software
AI help desk software that closes tickets, not just sorts them.
Cevanos reads every incoming ticket, answers the ones it can from your knowledge base, routes the rest to the right person and escalates anything that needs judgement. Your helpdesk keeps the record. It works as AI helpdesk software on top of what you run today, or as your support ticket system on its own. Think of it as a customer service automation platform that respects the queue you already have.
The ticket lifecycle
From inbox to resolved, with people where they matter.
Triage and route
Category, priority and owner are set by your rules. Tickets that need a specialist skip the general queue.
Resolve or escalate
Requests inside your limits are handled and closed. Anything else goes to a person with the history and the reasoning attached.
You decide which categories the agent may resolve and which it may only prepare for a human. The best help desk software still leaves the judgement calls with your team, and this is no different.
Queue management
The queue work nobody wants to do.
Ticket tagging
Consistent categories applied to every ticket, so your reporting stops depending on whoever was on shift.
Priority setting
Urgency judged from what the customer said and who they are, using rules you write in plain language.
Routing and assignment
Tickets reach the right team or person the first time, which is usually where the delay actually is.
Duplicate handling
Repeat messages from the same customer about the same issue are recognised and joined up.
First response
A useful reply goes out immediately, rather than an automated note saying someone will be in touch.
Escalation
Anything above your limits stops and waits for a person, with the case already summarised.
Controls
The agent works inside limits you set.
Answering a question, updating a record and issuing a refund carry very different risk. Cevanos lets you allow them separately, set a ceiling on anything financial and require sign off above it.
See how the controls workYour existing setup
Add AI to the help desk you already run.
Most teams start by adding AI to what they have, not by migrating. Your existing helpdesk software, help center software and customer support software all keep working.
Keep Zendesk, Gorgias or Freshdesk
Cevanos takes the conversation and hands back anything that needs your team. The ticket record stays where your reporting and workflows already live.
Customer → Cevanos → Your helpdesk → Your team
Or run it all in Cevanos
Use the built in inbox for conversations, assignment and handoffs. Check your reporting and compliance needs before moving off an existing system.
Customer → Cevanos inbox → Your team
What to watch
Measure resolution, not just automation rate.
Resolution rate
How many tickets were actually finished, as opposed to answered and then reopened a day later.
First response time
How quickly a customer gets something useful, which is the number they feel most.
Handoff quality
Whether your team receives enough context to continue, or has to read the whole thread again.
Cost per ticket
What each resolved ticket costs once you count both the agent and the human time behind it.
A high automation percentage with a rising reopen rate is not a win. Both numbers need reading together.
Questions
Questions about AI help desks
It is help desk software where an AI agent works the queue alongside your team. It reads incoming tickets, answers the ones it can from your knowledge base, tags and routes the rest, and escalates anything that needs a person. The ticketing, reporting and audit trail all still work the way you expect.
No. Cevanos sits in front of Zendesk, Gorgias or Freshdesk and handles what it is allowed to handle. Your helpdesk keeps the ticket record and stays the source of truth. If you would rather run everything in one place, there is a Cevanos inbox as well.
Every incoming ticket is read and sorted by what the customer is actually asking for, not just keywords. It gets a category, a priority and a route. You set the rules that decide where each type goes and which ones the agent may close by itself.
Only the ones you allow. Answering a shipping question and refunding an order are very different levels of risk, so you set them separately. Anything above your limit waits for someone to approve it.
Repetitive questions that your help centre already answers can be resolved in the conversation instead of becoming tickets. How much that reduces volume depends on your mix, so it is worth testing on your own ticket history before you commit.
There is a free plan for answering. Paid plans start when the agent needs to read from your systems or act on tickets. See pricing for the detail.
Put AI to work on your ticket queue.
Start with answers and triage. Turn on ticket actions once you have seen how it behaves.