Support intelligence · Built for scaling support teams
TicketInsights learns from every ticket your team closes. Your team gets the fix that worked last time. Leaders get the patterns behind the volume. Your documentation keeps itself current.
"I reset my password and now the login page just keeps reloading."
Login issues are up 18%. Most trace to the 9 September release.
Informed by research with senior support leaders across SaaS, fintech & BPO
From closed tickets to a solved one, an article and a leadership insight
The demo shows 214 closed tickets collapsing into one symptom, the three fixes the team tried ranked by success rate, Team Assist guiding Maya to reset an SSO token so the ticket is solved in one touch, the fix written up as a help article, and leadership seeing that login issues rose 18% after a release.
The problem
Support teams don't fail because their people aren't good enough. They fail because the system never captures what works.
Based on a team of 15, €38,000 average salary, 20% turnover and 3,000 tickets a month.
It handles the straightforward volume. What's left requires knowledge your newer team members don't have and your knowledge base doesn't contain. The gap between what the chatbot deflects and what your team can resolve is widening.
Volume is the same. The institutional knowledge walked out with them. What used to take a quick Slack message now takes an hour of searching, or an escalation to someone who's already at capacity.
The patterns are in your ticket data. Product wants to know what's breaking. CS wants to know what customers keep asking. The board wants a number. Finding, checking and collating it takes hours you don't have.
Your historical resolution data won't transfer cleanly. The knowledge your team built over years risks being lost in the move. This is exactly the right moment to turn it into structured documentation that travels with you.
Whether it's growth, churn or a distributed model, the cost of bringing someone up to speed is constant. Every new person starts from zero, leans on the same senior people, and makes the same mistakes until they don't.
What TicketInsights does
Connects to your existing helpdesk via API and learns from every ticket your team closes. No workflow changes. No new tools to learn. No replacement of anything you already use.
Capture · Living KB
Articles built from real resolutions. Detects when a fix stops working and updates accordingly.
12 tickets this month about two-factor codes not arriving, and no article covers it.
Draft ready, built from the 3 fixes that worked.
Diagnose · Leadership intelligence
Surface churn signals, product patterns and CX insights without manual analysis.
Billing questions rose 30% after the new pricing page went live. Most ask how seat changes are prorated.
Suggested for product: explain proration on the pricing page.
Coach · Ticket quality review
Team leads see how each person handles tickets against your standards, and can share it in 1:1s.
Maya solves 70% of the tickets in her shift.
Tom helps colleagues on 56% of tickets.
The EU shift resolves 60% of the volume handed over from APAC.
Starting points for this week's 1:1s.
Ranked by results, not opinion
For every symptom, the fixes your team has tried are ranked by how often they worked.
For your team, not your customers
Shows your team which fix fits and how to do it, inside the ticket. Customers still talk to your people.
Your team talks or shows, we write it down
When a fix or process lives only in someone's head, the voice interview feature asks them to talk it through.
Coming soon: Show Me records process steps from the screen.
Who it's for
Built for the people who use it. Designed for the people who approve it.
COO / CRO
Support sees product friction, emerging churn signals and customer behaviour at scale. TicketInsights surfaces it, so support stops being a cost centre.
Head of Support / VP CX
Report to product, CS and the board without building it by hand, and make the case for your team's value.
Support Team Lead
Your best specialist available 24/7, plus ticket quality review to see how each person is doing and coach them in 1:1s.
Frontline Support
Stop searching Slack, old tickets and an outdated knowledge base. Get the resolution ranked by what actually worked.
We interviewed senior support leaders across enterprise SaaS, fintech and BPO. These themes came up again and again. No one was paid to take part.
"Our internal knowledge base is gargantuan and so out of date. The team are quite vocal that it is not helping them do their jobs."
"Duplication everywhere — same information repeated across Zendesk, Slack, Guru. Search time under chat pressure was a real tax."
Get started
No workflow changes required. Value demonstrated within your first four weeks.
Book a demoBeta pricing for pilots · 3-month pilot, no long-term commitment · GDPR DPA included · All documentation remains yours