Product
How TicketBridge supports your service desk
Six connected capabilities—from structured intake through skill-aware routing, operational answers, knowledge capture, and a customer-facing portal.
AI Request Intake
Capture complete requests before they reach the desk
Users describe issues in plain language while guided questions fill in the details technicians need on first read—urgency, impact, who is affected, related systems, location, and what was already tried.
- Plain-language intake that feels natural for requesters
- Guided questions that surface missing context early
- Captures urgency, impact, users affected, systems, location, and troubleshooting already attempted
- Produces an escalation-ready draft for the service desk
- Reduces back-and-forth before work is assigned
Request intake
Guided conversation
Escalation-ready draft · ready for desk review
Operational Copilot
Ask your service desk questions in plain English
Leaders and senior technicians can ask about tickets, customers, queue health, risk, recurring issues, and runbooks—grounded in your service desk data, not generic chat answers.
- Questions about tickets, customers, queue health, risk, and recurring issues
- Grounded in your workspace tickets, customers, and runbooks
- Useful for service managers, CSMs, and technical leads
- Runbook and historical context included when available
- Does not create tickets unless routed through intake
Operational copilot
Grounded in your workspace
Queue summary
Acme Corp (4), Northwind (2), and Contoso (2) account for most priority-one volume. Two recurring themes: VPN auth and M365 sync.
Ticket Triage
Prioritize and route work with better context
Review unassigned tickets with recommendations that weigh priority, company, board, age, status, and current workload—so assignment decisions are informed, not rushed.
- Focuses on unassigned tickets that need attention
- Evaluates priority, company, board, age, status, and workload
- Clear technician recommendations based on skill, workload, and customer context
- Helps service leaders validate assignment quality
- Less manual queue review and fewer handoff delays
Unassigned queue · recommendation
#10482 · Exchange mailbox not syncing
Priority 2 · Contoso · Board: Service · Age: 2h
Alex M.
M365 specialty · light load
Jordan K.
Strong skills · moderate load
Suggestions for review before dispatch
Skill Matrix Routing
Match work to technician fit
Route tickets using a technician matrix with scored skills plus business unit, branch, specialty, dedicated customer, and resident tech rules—so work lands with people who can actually resolve it.
- Technician matrix with 0–5 skill scoring by area
- Business unit, branch, and specialty-aware matching
- Dedicated customer and resident tech considerations
- Workload signals to avoid overloading the same people
- Reduces random assignment and tribal-knowledge routing
Skill matrix
0–5 scoring by area
KB Runbooks
Turn resolved work into reusable knowledge
Capture repeatable fixes and build runbooks from closed work so future intake, triage, and copilot answers start from what your team already proved works.
- Capture repeatable fixes as structured knowledge
- Build runbooks from resolved tickets and team expertise
- Strengthen future intake and copilot answers
- Reduce knowledge loss when technicians change roles or leave
- Review and publish team-approved articles
Runbook from closed work
Ticket #10301 · VPN authentication failures
- 1.Verify identity provider status
- 2.Reset MFA for affected users
- 3.Validate split-tunnel policy
Available to intake and copilot on next match
Customer Portal
Give customers a simple support front door
Customer users get a scoped dashboard to get help, see their tickets, and stay informed—while your team keeps control of routing, visibility, and internal tools.
- Customer-scoped dashboard and navigation
- Get-help flow for new requests
- Ticket visibility limited to the customer’s organization
- Role-aware access for portal users
- Admin preview and impersonation support for your team
Customer portal
Acme Corp · portal user
Role-aware access · admin preview available