What it will do
- Ticket intake, queue routing, SLA tracking, and internal collaboration.
- Every ticket carries a requester, a queue, an assignee, a status, a priority, an SLA policy, and a full thread of customer replies and internal notes.
- Statuses and priorities you can rename and extend to match how your team actually works.
- Tickets that arrive more than one way: created directly by an agent, or mapped automatically from a Forms submission, with email-to-ticket coming in a later release.
How it fits the rest of Kiluma
Help Desk will read from CRM and write support activity back to it, showing the relationship as a live panel on every ticket: past emails, form submissions, lifecycle changes, prior tickets, and deal activity. CRM and Help Desk are built to work as a pair, because a ticket without context is guesswork, and a contact record without support history is incomplete.
On any ticket, the Conductor works with your agent using everything it can see: the ticket, the customer's history, and your Living Library. It can draft a reply grounded in how similar issues were resolved before, suggest which queue a ticket belongs in, flag a ticket that looks like a past escalation, and summarize a thread for a clean handoff.
GET EARLY ACCESS
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