Winner CES 2026 · ISE 2026 · TMCnet 2026

AI Tickets for Software & SaaS. A SaaS help desk that answers from your docs

AI Tickets is a SaaS help desk that turns every call, chat, e-mail and web form into a ticket with the whole conversation and the customer identified on it. The AI answers from your docs and knowledge base when it is sure enough; below the score you set, the ticket waits for a person in Manual review and nothing is guessed.

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7 days free · per company, never per seat · nothing to install

Zanus AI · AI Tickets · One queue

SaaS help desk: pending tickets with who asked, the department, the channel and the priority, real Zanus AI screen

One queue

Billing questions, onboarding help and bug reports share one queue, each ticket showing its arrival time, the asker, the department, the channel and the priority.

Easy setupSet up everything just by talking to Lisa AISee how ›

You“Lisa, how many tickets wait in Manual review, and which is the oldest?”

Lisa“Three tickets wait in Manual review; the oldest is a question about single sign-on, open since this morning.”

You talk. Lisa sets it up. Applied only on your yes.

How Software & SaaS use it

A customer writes that the API returns an error after the last release; the ticket opens with his company and earlier tickets.

A how-to question about exporting reports is answered by the AI from your help articles, and the customer rates the answer.

A billing question in the chat at night gets the promise of a reply within four working hours from the billing department.

REAL AI - the whole Front Office is AI, not old software with an AI button.

What’s included

Opened from a phone call, a chat, an e-mail or a web form, with the whole conversation and the customer identified
Nights and weekends: the customer gets a number and a promise, your team gets the ticket in the morning
The AI answers from your knowledge when it is sure enough; otherwise it proposes the answer and a person sends it
Pending, manual review, responded and closed; priority, who holds it, Merge and internal notes for your team

Add it to any contact channel — AI Phone, AI Webchat, AI E-mail or AI Web Forms — or get it inside a solution · See pricing › · Per company, never per seat.

Everything AI Tickets does, for every business ›

Works withAI Phone AI Webchat AI E-mail AI Web Forms AI Returns & Warranty

What it does

Help desk software for SaaS that answers, not only sorts

Support for a software product arrives across channels at once: the phone, the live chat on your site, e-mail and web forms. AI Tickets is the ticketing system that keeps one list for all of them, and its AI agents answer what your docs already cover.

One list for every channel

Calls, chats, e-mails and web forms open tickets in the same queue, each marked with the door it came through and its priority.

The customer already identified

His company, his reference, the product area he named and his earlier tickets appear on the ticket before anyone reads a word, so the engineer answers without leaving it.

Answers from your help center

When its score reaches your threshold, the AI replies from your knowledge base by e-mail, or back in the chat while the user is still there.

Held when it is unsure

Below the score you set, the ticket waits in Manual review for a support engineer, and the AI sends nothing.

Propose, then send

Instead of canned responses, the AI drafts the answer on a held ticket from the conversation and your instructions, typed or dictated; a person chooses who signs and sends it.

One conversation, one ticket

A second question from the same call, chat or mail thread lands on the ticket it opened, so duplicates do not pile up.

Moments it covers

The SaaS help desk through releases, renewals and nights

Ticket volume in a software company comes in waves, and response times are the first thing to slip; these are the moments a small support team leans on the AI the most.

The release morning

The same how-to question arrives again and again after a release; the AI answers each from the updated docs, and if they miss it, the held repeats become a knowledge gap.

The billing question

A customer asks why the invoice changed; the ticket goes to the billing department, with its own reply-time promise and its own signature.

The night shift

A user in another time zone reports a bug at night; the ticket opens with the conversation, and the customer is told when to expect the reply.

The quiet ticket

A customer who stops answering does not leave a ticket open forever: it closes by itself after the number of days you set.

Before a ticket

AI customer support for SaaS companies that tries the fix first

Many tickets in the help desk SaaS teams run are a question the user could settle in a minute with the right step; AI Tickets settles those first, on the phone and in the chat.

The questions to settle

You write what the AI must ask, such as which plan or which integration is affected, and only the customer's own answer settles it.

What must have been tried

Signing out and in again or reconnecting the integration: the steps a user must have done before a ticket, set per department.

Troubleshooting by e-mail

The steps go to the address the customer gave, with your own help pages and videos, so the fix stays in writing.

One case, quoted back

A customer with an open case hears it quoted, no second ticket opens, and the AI never claims a ticket exists before its number does.

Compared

SaaS help desk solution or a shared inbox?

Help desks differ most in what they leave to people. Here are three ways SaaS teams handle customer service for a software product, side by side.

What a support team needs	A shared support inbox	Classic help desk software	AI Tickets
Ticket management for a small team	Stars and folders	Queues, views and macros to set up	Three selectors and two buttons,: with a short learning curve
Calls, chats, mail and forms in one list	Mail only	Mail and forms; calls in another tool	All four open tickets,: each marked with its channel
The answer to a how-to question	Typed by a person	A macro picked by a person	Written by the AI from your docs,: sent when its score is high enough
A question nobody can answer	Lost in a thread	Escalated by hand	Held in Manual review,: then listed as a knowledge gap
A reply-time promise	None	A rule to configure	Told to the customer at the open,: marked in the list when missed
Learning from your engineers	Nothing kept	Articles written separately	Answers sent to the knowledge,: reviewed before the AI uses them

Response time

Response time and SLA management for a SaaS help desk

Customer experience in SaaS support comes down to waiting: how long, and whether anyone said so. AI Tickets keeps the clock for each department, without an SLA management project of its own.

A promise per department

Billing, technical support and sales each promise a reply within a number of working hours, hours or working days; four working hours is the default.

Told when the ticket opens

The AI tells the customer when to expect the reply from the department's own hours, and the confirmation e-mail repeats it with the ticket number.

Past the promise, marked

A ticket past its promise is marked in the list and the person holding it is told, so no request ages quietly the way it would in a shared inbox.

Measured on the page

The median time to the answer over 30 days sits beside what the AI answered alone this week, and a month of answered tickets exports as a CSV file.

Set-up

Set up your SaaS help desk in 2 minutes

Give Lisa your docs

Your website, help center and files become the knowledge base the AI answers tickets from, with nothing to configure for a week.

Pick your channels

AI Phone, AI Webchat, AI E-mail or AI Web Forms: every channel you use opens tickets in the same list.

Write your rules

Who answers in each department, how sure the AI must be, the reply-time promise and the signature with your logo.

Watch real tickets

Run it on your own customers during the 7-day free trial, with no credit card, and read every answer before you decide.

Questions & answers

Questions support teams ask about a SaaS help desk

What is a SaaS help desk?

Software that collects what your customers ask into one list of tickets, so nothing is lost and every request gets an answer. AI Tickets opens a ticket from a phone call, a chat, an e-mail or a web form, and the AI answers it from your knowledge base, so a small SaaS customer support team works like a full department.

What should help desk software for SaaS do that a shared inbox cannot?

Good SaaS help desk software gives each request a number, a state, an owner and a promise, and keeps the whole conversation on it. AI Tickets adds the channel it came from, the customer identified with his earlier tickets, and an AI that answers when it is sure enough.

Can AI answer support tickets by itself?

Yes. Per department you choose who answers: the AI agent alone, the AI proposing and a person sending, or one person. Alone, the AI replies from your knowledge base whenever its score reaches the threshold you set; below it, the ticket goes to Manual review.

Is AI replacing the support team?

No. The AI takes the repetitive tasks, answering the how-to questions your docs already cover, and holds what it is unsure about for a person. Complex issues, refunds and decisions stay with your people, who see the whole conversation when they pick a ticket up.

Does the help desk include phone support?

Yes. The same AI answers your phone; when a caller needs a follow-up it opens the ticket, and the transcript lands on it a minute later with Listen for the recording. Chat, e-mail and web form tickets sit in the same list.

How does ticket routing work?

In this AI ticketing system for SaaS, the AI reads the department and the priority from the customer's own words. Hand a ticket to a colleague with one selector, merge two tickets about the same thing, and let each person see only the tickets of his own departments.

How do customers know when they will get an answer?

Each department sets a reply-time promise, four working hours by default. The AI tells the customer when to expect the reply from the department's hours, the confirmation e-mail says it too, and a ticket past the promise is marked in the list.

How does AI Tickets help with response times?

The AI answers what your docs cover as soon as the ticket opens, so only the rest waits for a person. Each department keeps its reply-time promise, the customer is told when to expect the reply, and the page shows the median time to the answer over 30 days, your first response time at a glance.

What is the difference between a help desk and a service desk?

A help desk answers your customers' questions and problems with the product; a service desk, in IT service management, also runs internal requests, changes and assets. AI Tickets is a customer help desk: it opens, answers and routes tickets from your users across channels, without the change and asset modules of an IT suite.

How does the AI learn from our support engineers?

After a person answers, the page asks whether the answer is for this customer only or for the knowledge. Answers sent to the knowledge wait in Auto-Retraining for your review, and the questions nobody could answer gather in the Knowledge gaps tab.

Can it try the fix before opening a ticket?

Yes. On each department you write what the AI must ask and what must have been tried, and it handles that first on the phone and in the chat, sending the troubleshooting steps by e-mail with your own videos and pages.

How is AI Tickets priced for a software company?

Per company, never per seat, so every support engineer and manager works in it without counting logins. The current plans are on the pricing page, and the 7-day free trial of the Front Office needs no credit card.

Keep exploring

Where next?

Start with the one thing you need. Add more anytime by asking Lisa.
AI Front Office for Software & SaaS ›

Award-winning AI

Winner at CES 2026, ISE 2026 and TMCnet Enterprise AI Product of the Year.