Support Operations
Connect your helpdesk. Elicon's agents classify every ticket, answer the questions your documentation already covers, and route everything else to the right person with the context attached. You get the queue under control and a report on what happened.
THE PROBLEM
What it replaces.
- Most support volume is the same few dozen questions, already answered somewhere in your documentation. Skilled agents spend their day retyping those answers while complex cases wait.
- Tickets arrive mislabelled or unlabelled, so routing is manual and reporting is guesswork.
- Hiring more people scales the cost linearly and leaves the underlying process unchanged.
HOW IT WORKS
What Elicon runs.
01
Connect your helpdesk
Read and write access to your helpdesk, plus the documentation, macros and policies your team already uses. We start with one helpdesk platform.
02
Agree the boundaries
Together we write down which ticket types agents may answer, which they must escalate, and which they never touch. Nothing goes live outside those lines.
03
Agents run the queue
Every incoming ticket is classified and prioritised. Questions your documentation answers are answered, citing the source. Everything else is routed to the right person or team with a summary.
04
Your people handle the exceptions
Escalated tickets arrive with the customer's history and the agent's reasoning attached, so your team starts at the decision rather than the investigation.
05
Reporting
A regular report on volume, categories, resolution, escalations and gaps in your documentation, so the knowledge base improves where it matters.
BOUNDARIES
What the agents may and may not do.
MAY
- Classify, tag and prioritise every ticket
- Answer questions covered by your documentation, citing the source
- Draft replies for your team to approve on ticket types you choose
- Route tickets to the right person or queue with a summary
MUST ESCALATE
- Complaints, disputes and anything emotionally charged
- Questions the documentation doesn't answer clearly
- Anything involving a customer's account status, identity or verification
NEVER
- Issue refunds, credits or compensation
- Close, suspend or restrict accounts
- Make or communicate regulated decisions — those always go to your people
Boundaries are agreed in writing before go-live and enforced in code. Every autonomous action is logged with its inputs, and any step can be switched back to manual.
REPORTING
What you see each month.
- Ticket volume and category trends
- Share of tickets answered, routed and escalated
- Response and resolution times
- Questions your documentation failed to answer
- A log of every autonomous action, with its inputs
DATA HANDLING
Your data.
- ✓Client data is processed and stored in the EU only.
- ✓Client data is never used to train models.
- ✓Client data is deleted when the contract ends.
FAQ
Questions.
- Which helpdesk platforms do you support?
- We start with one helpdesk platform per early-access client and add more as the product matures. Tell us what you use when you get in touch.
- Will customers know they're talking to an agent?
- That's your policy to set, and we'll recommend disclosure. Agents answer in your tone, from your documentation, and hand over to a person whenever a conversation needs one.
- What happens when the documentation is wrong?
- Agents answer only from what you've approved and cite it. When a question can't be answered cleanly, it's escalated and flagged in the report as a documentation gap.
- How do we stop it if something goes wrong?
- Any ticket type can be switched back to manual at any time, and every autonomous action is logged so it can be reviewed afterwards.
EARLY ACCESS
Interested in Support Operations?
We're onboarding a small number of early-access clients. Tell us about your process and the tools you use, and an engineer will come back to you.
Talk to us about early access →