Ticket backlogs, repetitive questions, SLA pressure — support teams are drowning in volume. Tavallio drafts responses, categorises issues, and escalates intelligently so your team can focus on the cases that matter.
Every support team deals with these daily.
Ticket backlog that never shrinks
Every morning starts with a queue of unread tickets. You clear ten, twenty more arrive. The backlog is a treadmill you can't step off.
The same questions, over and over
Password resets. Billing enquiries. 'How do I cancel?' You've answered the same question hundreds of times — and you'll answer it again tomorrow.
Response time pressure
SLA clocks are ticking, customers are waiting, and your team is stretched thin. Every minute of delay erodes trust.
Escalations without context
A ticket gets escalated and the next agent has to re-read the entire thread. Context is lost, customers repeat themselves, everyone's frustrated.
Handle more tickets with fewer headaches.
Tavallio reads the ticket, understands the issue, and drafts a clear response. Review and send, or let it handle routine replies automatically.
Automatically tag tickets by topic, urgency, and sentiment. High-priority issues surface immediately instead of sitting in a queue.
When a ticket needs a specialist, Tavallio escalates with full context — previous interactions, account history, and a suggested resolution.
Monitor response and resolution times against your SLAs. Get notified before a breach happens, not after.
Tavallio searches your docs, FAQs, and past tickets to find the right answer — so agents don't have to dig through wikis manually.
For common questions, Tavallio sends accurate, personalised responses without agent involvement. Frees your team for complex issues.
Just tell Tavallio what you need. Here are things support teams ask for.
"When a new support ticket arrives, categorise it by topic and urgency, then draft a response"
"If a ticket has been open for 24 hours without a reply, send me a Slack alert"
"Summarise all tickets from the past week and identify the top 5 recurring issues"
"When a customer mentions cancellation, escalate to the retention team with account history attached"
"Check our knowledge base for an answer to this question and draft a reply with a link to the article"
Does Tavallio replace our helpdesk software?
No. Tavallio works alongside your existing tools. It connects to your email, Slack, and web-based helpdesk via integrations and browser automation. Think of it as an AI agent that sits on top of your current stack.
Can it handle tickets without human review?
For routine questions — yes, if you configure it that way. Tavallio can auto-respond to common enquiries like password resets or billing questions. For complex issues, it drafts a response for your team to review before sending.
How does it learn our product and policies?
Tavallio can read your knowledge base, FAQ pages, and documentation. It uses this context to craft accurate responses. As your docs evolve, it stays up to date by re-checking sources when answering.
What about sensitive customer data?
Tavallio processes data through your connected accounts (Gmail, Slack, etc.) and doesn't store customer data beyond the conversation context. All communication happens over encrypted channels and your data stays in your accounts.
Can it track SLAs across multiple channels?
Yes. Tavallio monitors tickets across email, Slack, and web-based tools. It can alert you when SLA deadlines are approaching and provide real-time reports on response and resolution times.