AI That Works Alongside Your Helpdesk Team
Helpdesk Assist supercharges every agent with real-time AI suggestions, instant draft replies, smart ticket routing, and automated resolution, so your team closes tickets faster and smarter.
Proven Impact: Results From Real Deployments.
Data aggregated from 100+ Auralis deployments across support teams globally.
- 68%
- Auto-Resolution Rate
- 15 hrs
- Saved Per Agent Per Week
- Up to 74%
- Reduction in Ticket Volume
- +26%
- CSAT Score Increase
- 5x
- Agent Ramp-Up Time
- 45%
- Cost Savings on Support Ops
The Challenge
Industry Dynamics & Roadblocks
Repetitive ticket load
Agents buried in repetitive tickets
Repetitive, low-value tickets consume agent hours that should go to complex, high-impact work.
Slow answer lookups
Answers scattered across tools
Knowledge sits in silos, so agents hunt across systems for answers while customers wait.
Quality varies by agent
Inconsistent quality across the team
Answers and handling vary by agent, eroding CSAT and making quality hard to scale.
Your Helpdesk Team Deserves Better Tools
Support agents spend hours on repetitive, low-value tasks. The result? Ticket backlogs, agent burnout, and frustrated customers who wait too long for simple answers.
- 73%
- Zendesk CX Trends Report
- Agents Overwhelmed by Volume
- Nearly three-quarters of support agents say ticket volume has increased significantly in the last two years, leaving teams stretched thin and reactive.
- 52%
- HDI Research
- Time Wasted on Repetitive Tickets
- Over half of agent time goes toward repetitive Level-1 requests, password resets, access requests, FAQs, that could be resolved instantly with AI.
- 4.5x
- Forrester
- Cost of a Delayed Response
- Customers are 4.5x more likely to churn after a slow or inconsistent support experience. Every unresolved ticket is a potential lost relationship.
- 60%
- Gartner
- Knowledge Trapped in Silos
- Most agents can't find the right answer fast enough. Knowledge is scattered across docs, wikis, and Slack threads, invisible when it matters most.
Key Benefits
Setting up and integrating Auralis takes a few minutes, these benefits last forever.
Agent Handoff
Connect directly to a human for complex issues.
Multilingual
Answer in any language your customer needs help in.
24/7 support
Have agents available round the clock, even on weekends.
Increased customer satisfaction
Better, faster responses create happier customers.
Decreased handle time
Correct seamlessly and instantly.
Correct seamlessly and instantly
Train your AI assistant on the fly and improve accuracy over time
Convert queries to insights
Summarize all queries into actionable insights instantly.
Amplify agent performance
Offer next-best actions and real-time recommendations.
Unfair scaling advantage
Scale your business without scaling your support team.
Everything Your Team Needs. Nothing They Don't.
Helpdesk Assist is purpose-built for frontline support teams. It works inside your existing helpdesk, no rip-and-replace required.
Instant Draft Replies, In Your Brand Voice
Agents see a fully-drafted, context-aware reply before they even open a ticket. Helpdesk Assist pulls from your knowledge base, past tickets, and macros to generate accurate, on-brand responses in under 3 seconds.
- Drafts generated in 2 to 3 seconds per ticket
- Learns your tone, templates, and terminology
- Agent reviews and sends, always in control
- Handles 100+ languages automatically
- Improves with every interaction
Every Ticket to the Right Agent. Instantly.
Stop wasting time on manual triage. Helpdesk Assist reads incoming tickets, classifies intent, assesses urgency, and routes them to the optimal agent or queue automatically, before anyone has to look at it.
- Automatic classification by topic, urgency, and sentiment
- SLA risk flags before deadlines are breached
- Routes to best-fit agent based on skills and availability
- Duplicate ticket detection and merging
- Full audit trail for every routing decision
Surface the Right Answer in Seconds
Agents no longer need to hunt through docs, wikis, or Slack. Helpdesk Assist intelligently searches your entire knowledge base and surfaces the exact article, macro, or past resolution they need, right inside the ticket view.
- Unified search across all knowledge sources
- Context-aware suggestions based on ticket content
- Video, PDF, and document content indexed
- Flags outdated or conflicting knowledge
- Agents can contribute back to the knowledge base
Every Agent Performs Like Your Best Agent
Helpdesk Assist provides real-time coaching prompts, tone suggestions, and quality checks as agents type, raising the floor for your entire team without slowing anyone down.
- Tone and empathy checks before sending
- Compliance and policy flag alerts
- Personalized coaching based on individual agent patterns
- Performance analytics at team and agent level
- Onboards new agents 40% faster
From Reactive to Proactive Support
See what changes when Helpdesk Assist runs alongside your team.
Without Helpdesk Assist
- Agents manually hunt for answers across multiple tools
- Repetitive L1 tickets consume 50%+ of agent time
- Ticket routing is manual and inconsistent
- SLA breaches happen because queues aren't monitored
- New agents take weeks to ramp up to full productivity
- No visibility into knowledge gaps or team performance
- Customer waits 8+ hours for a simple answer
With Helpdesk Assist
- AI surfaces the right answer in under 3 seconds
- 74% of routine tickets auto-resolved without agent effort
- Every ticket intelligently routed to the right queue instantly
- SLA risk flagged 45 minutes before breach, every time
- New agents productive in days, not weeks
- Full analytics: CSAT, handle time, knowledge gaps, trends
- Customers get a reply in under 2 minutes, 24/7
Frequently Asked Questions
Helpdesk Assist integrates natively with Zendesk, Freshdesk, Intercom, HubSpot, Salesforce, ServiceNow, Jira, ManageEngine, and 500+ other tools via API. If your platform has an API, we can connect to it.