An AI layer that resolves support tickets, not just answers them
Sainapse reads an incoming ticket, decides what it needs, drafts or takes the resolution across the systems it touches, and escalates only what's genuinely ambiguous. It runs inside the helpdesk your team already has. Freshworks runs its own support organization on Sainapse: 95% copilot accept, ~100% triage and routing accuracy, and customer touchpoints down from 4 to 1.2 per ticket.
One layer for the whole ticket lifecycle
Sainapse handles a ticket from the first message a customer sends through the QA review after it closes, inside Freshdesk, Salesforce, or ServiceNow, the helpdesk your team already runs.
It classifies what the ticket is asking, decides the resolution, drafts or takes the action across the systems that touch it, and escalates only what's genuinely ambiguous. It learns from the tickets your team has already closed and the way your best agents handle live work, so it starts on your history instead of from scratch.
How one ticket moves through the loop
The features that power it
Intelligent Ticket Classification
When Sainapse says 80%, it's right 80% of the time.
Intelligent Triage & Routing
At Ford, hand-offs per resolved ticket went 4 → 1.2. That's what routing accuracy means.
Autonomous Resolution
Sainapse predicts in shadow mode, drafts in suggest mode, and acts alone in auto-apply mode only where calibrated confidence has held above your threshold on your own tickets.
Grounded Response Drafts
95% of drafts ship without a single edit.
Knowledge from Resolutions
Every resolved ticket becomes structured, searchable knowledge the moment it closes, with your content team approving what publishes.
Human-in-the-Loop Exception Handling
Every decision Sainapse makes lands in one queue you can say no to.
Freshworks runs its own support team on Sainapse
95% copilot accept rate
95% of the resolutions Sainapse recommends ship without a specialist edit, measured from Freshdesk telemetry.
~100% triage and routing accuracy
Every ticket is classified and routed automatically, with no specialist in the loop.
4 → 1.2 customer touchpoints
Customer-initiated touchpoints per resolved ticket fell from 4 to 1.2: a 70% collapse in customer effort, agent replies and internal notes excluded.
+35% CSAT
Customer satisfaction moved +35% concurrent with the Sainapse rollout (a correlation, not a causal claim).
~15% capacity reclaimed
Freshworks reclaimed and reinvested about 15% of specialist capacity, not a headcount change, across 400+ specialists and 1.2M+ tickets a year.
Murali Krishnan on what changed
Murali Krishnan, SVP, Customer Experience
Sainapse is the copilot our 400-strong support team actually uses. 95% of the resolutions it generates ship without edits. Our customers now average just over one touchpoint to close a ticket, down from four. Specialists spend their time on the cases that actually need them.
Runs alongside the AI already in the helpdesk
Freshworks kept Freddy AI. Sainapse installs underneath it as the decide-draft-learn layer, so the tools a team already licenses run off fresher context instead of competing for the same ticket.
Common questions
A production-grade classification, triage, drafting, and knowledge layer is typically a 12-to-18-month build. The closed loop between those steps, not the models, is the expensive part. It's what a from-scratch build has to earn before it resolves a single ticket the way Sainapse already does today.
No. Sainapse installs inside Freshdesk, Salesforce, or ServiceNow, the same queues and the same composer your agents already work in. Setup is a connection to the helpdesk you run today, not a migration off it.
You do. The confidence floor is a setting your team manages, per category, on a shadow → suggest → auto-apply ladder. Tickets below the floor route to a person with the draft attached, so Sainapse escalates instead of guessing, and every autonomous action is logged.
Yes. Sainapse's confidence is calibrated, not just high: when it says 80%, it's right about 80% of the time, so the threshold you set holds steady as volume climbs. Freshworks has sustained its numbers for 12 months live, not one good quarter.
Where this workflow runs
- Email to ticket automation
Turning an inbound email into a classified, routed ticket before an agent opens it.
- End-to-end ticket automation
The same loop this page describes, alert or ticket through to close.
- Cross-system customer context
The account history a draft is written against, pulled from CRM, helpdesk, and ERP at once.
- Enterprise IT operations
The same layer, run on ServiceNow incidents instead of customer tickets.
- Freshworks: full ticket lifecycle
400+ specialists, 1.2M+ tickets a year (the numbers cited above).
- Ford: cross-system deployment
Four years live on ServiceNow, hand-offs down from 4 to 1.2.
- Global logistics: 32M emails on Salesforce
97% accuracy on its highest-volume invoice-query workflow, mined from this page's prior proof strip.
- Autonomous resolution
The shadow, suggest, auto-apply ladder behind every resolution this page describes.
- Knowledge from resolutions
How a closed ticket becomes searchable knowledge instead of a dead transcript.
- Human-in-the-loop exception handling
The queue every escalated ticket lands in, and how a person overrides it.
- SaaS and technology
This workflow at the company behind Freshdesk.
- Middle East
How this runs on UAE and KSA service desks, through regional partners.
- All workflows
The three workflows on the Sainapse intelligence layer.
See what Sainapse would have resolved
Send us 100 closed tickets and we'll show you what Sainapse would have classified, routed, drafted, and resolved on its own.