iiHelpdesk
Customer support & ticketing, with AI-assisted triage
The problem
Support requests come in through email, a contact form, and whatever channel the customer picked that day. Nobody owns triage, so tickets sit unassigned, priorities get set by whoever notices first, and by the time a request reaches the right person the customer has already followed up twice asking why nobody's answered.
The solution
iiHelpdesk gives every request one home: a structured ticket with AI-assisted triage that suggests priority, category, and department the moment it's submitted, a live chat and self-service knowledge base to deflect the requests that don't need an agent at all, and one queue your team actually works from instead of five inboxes.
See it in action
Features
AI-assisted ticket triage
Every new ticket gets an AI-suggested priority, category, department, and type with a confidence score, so agents start triaging instead of reading from scratch.
Structured ticket intake
Custom fields, attachments, and required-field rules mean agents get complete context on the first read, not three replies of clarification.
Live chat + self-service knowledge base
Deflect repeat questions with searchable help articles and an embedded chat widget, before they ever become a ticket.
SLA tracking and reporting
Response and resolution targets, queue visibility, and operational reporting so breaches get caught before they happen, not after.
Organizations & contacts
Group customers by company for B2B support, so agents see full account history, not just one ticket in isolation.
Realtime agent dashboard
Ticket updates, internal notes, and assignment changes sync live across the team — no manual refreshing to see what changed.
Use cases
- •Growing teams replacing a shared support inbox with real ticket ownership
- •B2B products that need per-organization support history, not just per-ticket
- •Teams that want AI to handle first-pass triage without losing a human in the loop
- •Support teams building a self-service knowledge base to cut repeat tickets
Integrations
- Email piping (turn inbound support email into tickets automatically)
- Pusher-based realtime updates for the agent dashboard
- REST API access for custom integrations
Pricing
Custom-quoted based on agent seats and modules enabled — contact us for a scoped estimate.
Get a quoteFAQ
Is iiHelpdesk built from scratch by iiDevs?
Yes — iiHelpdesk is built and maintained in-house by the iiDevs engineering team, not a rebranded third-party script, so support and feature requests go straight to the people who built it.
How accurate is the AI ticket triage?
Every AI classification ships with a confidence score, so your team can see at a glance which suggestions to trust and which to double-check — it assists triage, it doesn't replace a human decision on anything ambiguous.
Can customers track their own tickets?
Yes — a customer portal lets requesters see ticket status and history, and you can choose whether ticket submission requires login or stays open to anyone.
Can we self-host iiHelpdesk instead of using your hosting?
We offer both managed hosting and self-hosted deployment assistance — talk to us about which fits your compliance needs.