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How to Build a Helpdesk and Ticket System
A helpdesk app lets customers submit support tickets through your website, tracks each issue from submission to resolution, assigns tickets to team members, and uses AI to auto-categorize incoming requests. Built with the AI app builder, it replaces expensive helpdesk software with a system tailored to your support workflow.
What the App Manages
- Tickets with subject, description, customer name, email, priority (Low, Normal, High, Urgent), category (Billing, Technical, General, Feature Request), and status (Open, In Progress, Waiting on Customer, Resolved, Closed)
- Assignments linking each ticket to a support agent with handling timestamps
- Conversation thread tracking all replies between the customer and your team on each ticket
- Resolution metrics including time to first response, total resolution time, and satisfaction rating
Building the App
Step 1: Define your ticket fields and categories.
Describe every field a ticket needs, with specific dropdown values for priority, category, and status. If your support team handles different types of issues, define categories that match your actual workflow rather than using generic labels.
Describe every field a ticket needs, with specific dropdown values for priority, category, and status. If your support team handles different types of issues, define categories that match your actual workflow rather than using generic labels.
Step 2: Create a ticket submission endpoint.
Ask the AI to build an API that accepts tickets from your website: "Create an endpoint that accepts subject, description, customer name, and email. Create a new ticket in Open status, auto-assign a ticket number, and send an email confirmation to the customer with the ticket number and expected response time."
Ask the AI to build an API that accepts tickets from your website: "Create an endpoint that accepts subject, description, customer name, and email. Create a new ticket in Open status, auto-assign a ticket number, and send an email confirmation to the customer with the ticket number and expected response time."
Step 3: Set up AI auto-categorization.
Tell the AI: "When a new ticket comes in, use AI to read the subject and description and assign a category and priority. Route Billing tickets to the billing team and Technical tickets to the tech team. Send a notification to the assigned team."
Tell the AI: "When a new ticket comes in, use AI to read the subject and description and assign a category and priority. Route Billing tickets to the billing team and Technical tickets to the tech team. Send a notification to the assigned team."
Step 4: Configure SLA monitoring.
Create a background job for SLA tracking: "Every 30 minutes, check for tickets in Open status that have not received a first response within 4 hours. Send a notification to the team lead. Also check for tickets in In Progress status that have been unresolved for more than 48 hours and escalate them."
Create a background job for SLA tracking: "Every 30 minutes, check for tickets in Open status that have not received a first response within 4 hours. Send a notification to the team lead. Also check for tickets in In Progress status that have been unresolved for more than 48 hours and escalate them."
Connecting to Your Support Channels
A helpdesk app works best when connected to all the places customers reach you. Combine it with the unified customer inbox for managing conversations across chatbot, email, and SMS in one place. When customers send a message through any channel, it can create or update a ticket in your helpdesk automatically.
AI Features for Support
- Suggested responses where AI drafts a reply based on the ticket content and your knowledge base, ready for an agent to review and send
- Duplicate detection where AI identifies tickets describing the same issue and links them together
- Trend analysis where a weekly scheduled job uses AI to summarize ticket patterns and identify recurring problems that need root-cause fixes
Build a support ticket system that matches your team's workflow. No per-agent fees.
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