Help desk
A ticket arrives and Kauthar reads it: a short summary, a category, the customer's mood (satisfied, neutral, annoyed, angry), and a suggested priority and department. On the side, a suggested reply from your knowledge base and canned responses — the agent reviews it and clicks “Send”. Nothing is sent automatically.
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The problem
The agent reads twenty lines to understand the problem, then looks up the returns policy, then writes the same apology for the tenth time today. And the angry ticket waits its turn like all the others.
The solution with Kauthar
An “AI suggestion” card on the ticket page: the summary, category, mood, tags and suggestions with an “Apply” button, and a suggested reply with its sources and “Use reply” and “Suggest a new reply” buttons. Plus canned responses with shortcuts like /thanks and variables for the customer's name and ticket number.
What you gain
Based on the knowledge base, fixed answers and canned responses, with the sources named, placed in the reply box for you to review and edit. Short, around 120 words.
A short summary that saves reading, a category, the customer's mood next to the ticket badges, and up to 3 tags if there are none. It changes nothing by itself except raising the priority if you turn that on.
{{customer_name}}, {{ticket_number}}, {{agent_name}} and {{business_name}} are replaced automatically; every response has a shortcut, a department and a usage count, with 6 canned responses from day one.
In tickets the assistant only suggests and never sends; fully automatic replies happen in conversations only.
Three steps
Open any new ticket; you'll find the summary, category and mood in the “AI suggestion” card.
Click “Apply” on the suggested priority or department, and “Use reply” to put the suggested reply in the editor.
Edit the text or type a canned-response shortcut such as /thanks, then “Send”.
Step-by-step instructions with numbered screenshots in the user guide
Inside the product
Screenshots of a demo business; names and numbers are examples.
Real examples
An angry ticket about a late shipment is classified “angry”, given a suggested high priority and the shipping department, and a suggested reply from the shipping policy file that the agent edits and sends.
A “Complaint received” canned response with the shortcut /received fills in the customer's name and ticket number automatically, and is used 40 times a week.
A summary of every ticket saves the doctor reading long messages, and the suggestion names its source in the after-session instructions file so they can check before sending.
FAQ
No. In tickets it only suggests, and the agent reviews and clicks “Send”. Fully automatic replies happen in conversations only.
Because it relies on your files only. Add more detail to the knowledge base and fixed answers and the suggestions improve.
No, it only suggests. The only automatic change allowed is raising the priority if you turn on “Set priority with the AI assistant” yourself.
From a few seconds up to 40 seconds depending on load, because replying to live conversation customers comes first.
The variable is removed and its place is left empty without showing the code, so review the sentence before sending.
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