Industries · IT Services
A service desk that answers before it escalates
Half of an IT queue is access resets, software how-tos, and status checks — and the answers already live in your runbooks and asset records. Airclou Helpdesk deflects the repeat tickets at the widget, drafts the rest grounded in the account, and routes what needs a person to the right engineer.
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How it works
A request, from inbox to closed
The known answers resolve themselves; the hands-on work reaches the right engineer with the context attached — all inside the SLA.
Request lands
Widget, email, or portal — one queue.
Asset resolved
Device, entitlement, contract — from your records.
Answer drafted
From your runbooks, sources cited.
Gated
Hands-on work routes to the right engineer.
EscalationClosed in SLA
Warned before a breach, never after.
Built for IT teams
The runbook is in the ticket, not in a wiki tab
Your engineers stop re-deriving each request from the asset list, the docs, and old threads. The helpdesk does the lookup, drafts from the facts, and acts within rules you set.
Replies drafted from your runbooks and the asset record
When a request comes in, the draft is already there — grounded in your documentation and the live account: device, entitlement, contract, pulled from your own systems. Your engineer verifies in a glance and sends.
- Account panel fetched from the system of record, never guessed
- Every draft cites its sources — runbook articles and account data
- Low-confidence drafts are flagged, never auto-sent
Route and escalate by client, site, and SLA
Plain-language rules send each ticket to the right queue and escalate the ones running out of time. The client on a priority contract never waits behind a routine reset, and a breach warning fires while there is still time to act.
- Response targets per client contract, with breach warnings
- Rules you can read — when, and, then — no consultant
- Escalations fire before the SLA slips, not after
The repeat tickets never reach a person
An embedded chat widget answers the how-do-I and access questions from your knowledgebase the moment a user hits them — and hands off to an engineer, with the full thread, the instant it should.
- Instant answers from your own documentation
- Clean handoff to a person when the AI reaches its limit
- Every deflection measured, so you see what to document next
Picked for IT desks
The three capabilities service desks lean on hardest
Email, knowledgebase, automation, and reporting all come standard — the full tour is on the product page. These are the pieces that keep a contract-bound desk on target.
Embedded live chat
A fast widget on your portal or intranet — AI answers from your runbooks instantly, hands off to an engineer the moment it should.
Explore HelpdeskSLAs by contract
Different response targets per client or tier, with breach warnings before a service commitment slips.
Watch the demosiOS app for on-call
Triage, reply, and approve from a phone — the queue doesn’t wait for someone to reach a desk.
Meet the iOS appCommon questions
What IT teams ask us first
Can it pull from our runbooks and asset records?
Yes. Import your documentation and the AI grounds every draft in it, citing the article it used. Connect your own systems through custom APIs and the account panel next to each ticket shows the live record — the device, the entitlement, the contract — fetched from the system of record, not inferred from the thread.
What about tickets that need hands-on work or remote access?
They reach an engineer, clearly marked. Drafts the AI is not confident about are flagged for review instead of being sent, and plain-language rules route by site, client, or category — so a hardware fault lands with the person who can act on it, with the asset context already attached.
Can we enforce different SLAs per client contract?
Yes. Set response targets per client or plan tier, and the helpdesk watches every ticket and warns before a breach — not after. The account paying for priority support is never stuck behind a routine password reset.
We run ConnectWise or Zendesk today — how do we evaluate?
Run Airclou alongside it. Forward a slice of your support address, connect your systems in read-only terms you control, and judge the drafts against two weeks of your real queue — no cutover, no risk to your current desk.
Get started
Password resets, closed before standup
Connect your support address and your systems, import your runbooks, and judge the drafts on your own tickets — it runs beside your current desk, and nothing cuts over until you say so.
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