TRIGGER
Customer can’t log in
explains the reset process step by step
OUTCOME
Problem solved without a support agent
Use case: AI support agent
Tier-1 support automated, your team focused.
HiDesk answers standard requests directly, creates structured tickets for complex cases and escalates only when a human is truly needed.
Tier-1 automated
Instant answers
GDPR-compliant
Phone AI
Incoming call
Handling the call
Web-Chat
New message
Answer in seconds
Features
What HiDesk handles as a support agent
HiDesk is the first contact for your customers — round the clock, with no hold queue.
Resolve standard requests itself
Passwords, FAQs, status checks, hours: HiDesk resolves any request with saved info instantly, no transfer.
Structured ticket creation
For more complex matters HiDesk captures all relevant details and creates a structured ticket in your system.
Intelligent escalation
HiDesk recognises when a problem needs human expertise and escalates prioritised to the right person.
How it works
From request to solution — in seconds
01
Customer reaches out
By call or chat, the customer contacts support.
02
HiDesk checks and resolves
Standard requests are answered instantly. No wait, no transfer.
03
Create ticket or escalate
Complex cases are handed over as a structured ticket or escalated to the right person.
04
Support team focused
Your team only handles cases that truly need expertise.
Real-world examples
Support in practice
TRIGGER
Customer reports a technical error
captures details and creates a ticket
OUTCOME
Complete ticket in the system, support can act immediately
TRIGGER
Critical outage reported
detects urgency and escalates instantly
OUTCOME
Right contact informed immediately
TRIGGER
Customer writes at night in chat
resolves directly or leaves a prioritised task
OUTCOME
No ticket lost, even after hours
Combined with the HiDesk Web-Chat
Support via web chat too
Customers don’t always want to call. With the HiDesk web chat they can file a support request any time on your site. Same AI, same knowledge base, same structured handover.
- Support chat on your site or customer portal
- Standard requests resolved in chat immediately
- Tickets created uniformly across channels
- Customers can choose call or chat
Phone AI
Incoming call
Live
"I’d like to book an appointment..."
Web-Chat
Website visitor
Live
"How much does it cost?"
FAQ
Frequently asked questions
Relieve your support team, starting today.
HiDesk answers standard requests instantly and gives your team focus back.
Tier-1 automatedStructured ticketsGDPR-compliant