Evriq for support
AI for support teams
Evriq gives a support team one shared session per ticket, where AI agents triage and draft replies while the people on shift read along. When a shift ends, you pass the ticket to the next person with a note, and the whole history goes with it.
Tickets as work items
Create a Support project and the work in it is called a ticket. Each ticket records the customer, severity, what they reported, the steps to reproduce and the resolution, and its page shows the sessions, documents and decisions linked to it.
Every ticket has an assignee and a reviewer. The person who holds the support lead role becomes the reviewer on each new ticket by default, and a ticket moves from open to in review to approved to done.
Agents that triage first
Support projects start with a standing brief for the agents. They restate the customer's problem, judge its severity, and say what is known and what is not before they draft anything.
Replies are written so the customer can read them without jargon. Anything that needs a refund, an exception or an engineer goes to a person as a decision, and a decision filed without a due date is due the next day.
Who is on call
Each Support project has an on-call agent role, set by an administrator under People & access. An agent can address a decision to that role instead of to a named person, and it reaches whoever is on call when it is filed.
When the role moves to someone else, the open decisions addressed to it move with it. A question for the on-call person is answered by whoever is on call, even after the rota changes.
Pass a ticket at the end of a shift
Use Pass to hand the session to one person and add a note that says what you need from them. The session waits on them until they write, and it shows up in their inbox under sessions passed to them.
Everything stays in the session. The next person reads the customer's report, the agents' triage, the draft replies and any decisions without asking anyone to catch them up. Use Watch on a ticket when you want an alert if it needs a person. See Sessions and models.
Recurring summaries
Add a recurring job to the project and write down what the summary should cover for the team. Pick when it runs, every weekday or every week on a day, and the time zone.
The job starts a session with your instructions or posts a message into a standing session the team already watches. Every run is listed with whether it succeeded, and a failed run lands in the inbox. Read more on scheduled AI agents.
Questions from support teams
How do we hand a ticket to the next shift?
Use Pass in the session, choose the person and add a note. The session waits on them, shows up in their inbox, and keeps the full history of the ticket.
Can a question go to whoever is on call?
Yes. An agent can address a decision to the on-call agent role. It reaches the person who holds the role, and open decisions follow the role when it changes hands.
Can Evriq post a summary of the queue every day?
Yes. A recurring job can run every weekday at the time you choose and post into a session the team watches. See Recurring jobs.