One system for the whole ticket
Sainapse reads the ticket. Decides what to do. Does the work in the tools your team already runs on.
A ticket lands. Sainapse classifies it, routes it to the right specialist, drafts the response, checks the resolution against your quality rules, and proposes a KB article when the fix is new.
Your agent reviews and sends. As confidence builds in a category, Sainapse closes those tickets on its own.
Powered by Customer Support · Intelligent Ticket Classification · Grounded Response Drafts · Autonomous Resolution · Quality Gates · Knowledge from Resolutions
The problem
Your help desk came with an AI feature. It suggests replies inside that one product, on tickets that already landed in the right queue.
It never sees the ones that arrive by email, it can't touch the other tools your team works in, and it doesn't learn from what your senior agents fix.
The knowledge base still doesn't update itself either, because the AI feature that ships inside your help desk is useful inside the product it ships with, and nowhere else.
What you get is partial automation: agents still spend most of their time gathering context, hunting for the right KB article, and reformatting the same answer they wrote last week. The quality of a resolution depends on which agent picked up the ticket, and nobody is sure whether the AI is helping or just shifting work around.
What Sainapse does
Sainapse runs the full ticket lifecycle as one continuous system: intake, classification, routing, response, resolution, QA, and knowledge base.
It plugs into the systems your team already runs on, with no change to your existing stack, and works inside Freshdesk, Salesforce, ServiceNow, Zendesk, and the email and chat channels feeding them.
Sainapse learns from every ticket your team closes. Every QA score comes with a reason an auditor can read. Your agents keep the workspace they already have.
In production, not in a pilot
4 → 1.2 touchpoints per resolved ticket
Sainapse has run the full ticket lifecycle inside Freshdesk for 12 months, across four support products, for 400+ specialists on 1.2M+ tickets a year. Customer-initiated touchpoints per resolved ticket fell from 4 to 1.2, a 70% collapse in customer effort. Triage and routing accuracy runs at ~100%.
Global Logistics: 32M Emails per Year, on Salesforce.
32M support emails per year converted into Salesforce cases. Sainapse classifies them, drafts the responses, and learns from what 2,000+ agents decide.
Shadow, copilot, autonomous: Sainapse proves a category before it closes tickets
Shadow.
Sainapse classifies, drafts, and proposes a resolution in the background. Your agent works the ticket as usual. Sainapse tracks agreement rate, edit distance on drafts, and resolution accuracy against what your agent did. No customer sees anything Sainapse wrote.
Copilot.
Once a category clears the agreement threshold, Sainapse puts the draft and the proposed resolution in front of your agent, inside the tool they already work in. Your agent reviews, edits if needed, and sends. Tickets close faster. Every send still goes through a person on your team.
Autonomous.
When a category sustains high accuracy in copilot, Sainapse closes those tickets on its own. You set the threshold and you pick the categories. Low-stakes, high-volume work usually gets there first. Sensitive categories can stay in copilot for good if that's what your policy says.
Sainapse vs. the AI that came with your help desk
The tools built into your help desk do their job. They were built to make one product harder to leave, not to run your support operation.
| Built-in help desk AI | Sainapse | |
|---|---|---|
| Scope | One product, one step | Full lifecycle, all channels |
| Intake | Tickets already in the platform | Email, chat, voice, web, all routed in |
| Learning | Limited to vendor-curated data | Every resolved ticket trains your model |
| QA | None, or generic CSAT proxies | Reasoned QA score per ticket, auditable |
| Knowledge base | Manual upkeep | Proposes new articles from novel fixes |
| Autonomy | Suggested reply at best | Closes tickets on its own, category by category |
| Cross-platform | No | Yes, including Freshdesk, Salesforce, ServiceNow, Zendesk |
Frequently asked
Yes. Sainapse runs inside Freshdesk, Salesforce, ServiceNow, and Zendesk, and ingests from email, chat, voice, and web. Your agents keep their workspace.
It depends on volume and complexity. Simple, high-volume categories often get there within weeks of shadow data. Complex categories take longer, and they can stay in copilot for as long as you want. Sainapse learns faster than you could onboard a new agent, and you watch the agreement numbers the whole way before anything moves.
Sainapse escalates instead of guessing. It acts alone only when it's sure, and every autonomous action is gated and logged. You set how sure it has to be. Tickets below that bar go to a person on your team, Sainapse records the reasoning and the QA score either way, and it learns from what your agent decides.
No. There is no separate retraining cycle to schedule or budget for. Sainapse learns from every ticket your team closes, so a change in how your product behaves shows up in what your agents write and edit, and Sainapse picks it up from there.
Sainapse keeps a QA dashboard for every category, with accuracy, agreement rate, edit distance, and resolution outcomes. You see which categories are ready to move up and which are not, before anything moves. These are the same numbers behind the touchpoint drop, from 4 to 1.2 per ticket, that Freshworks has sustained for 12 months.
Where this connects
- Intelligent Ticket Classification
Routes each ticket to the right category the moment it lands.
- Grounded Response Drafts
Drafts the reply your agent reviews and sends.
- Autonomous Resolution
Closes tickets on its own once a category proves out.
- Quality Gates
Scores every resolution against your quality rules before it ships.
- Freshworks: full ticket lifecycle
4 → 1.2 touchpoints per resolved ticket, sustained 12 months across four support products.
- Global Logistics: 32M emails on Salesforce
32M emails a year converted into Salesforce cases for 2,000+ agents.
- Email-to-ticket automation
The intake half of the same lifecycle, for inbound email.
- High-value account prioritization
Routes the ticket by who's asking, not just what they asked.
- Enterprise IT operations
The same lifecycle running at production scale on ServiceNow.
- All use cases
Every workflow Sainapse runs, by the problem it solves.