AI-Powered Enterprise
Ticket Management
for Modern Support Teams
A multi-tenant SaaS platform for managing customer support across every product and organization — with SLA tracking, smart escalations, AI categorization, and a self-service knowledge base.
No credit card required · Track tickets instantly · Live in minutes
Open Tickets
248
Critical
12
Resolved
1,904
SLA Health
97%
Ticket Volume
Live Queue
The problem
Enterprise support breaks at scale
As you add products and customers, the cracks in manual support widen fast.
Tickets scattered everywhere
Support requests spread across email, chat and spreadsheets with no single source of truth.
SLA deadlines missed
Without automated tracking, response and resolution targets slip and customers churn.
No cross-team visibility
Support, product and engineering work in silos with no shared view of what's blocking.
Slow customer responses
Manual triage means simple issues wait in line behind everything else.
Manual workflows everywhere
Assignment, escalation and prioritization done by hand drain your best engineers.
The solution
One platform that runs your entire support operation
NeraDesk replaces the scattered tools and manual handoffs with a single, intelligent, SLA-driven system — built for companies supporting multiple products across many customer organizations.
Centralized ticket system
Every request from every customer and product in one tenant-isolated workspace.
AI auto-categorization
Product, module, priority and category detected the moment a ticket lands.
SLA tracking engine
Response & resolution timers per priority, with breach detection built in.
Smart escalation workflows
L1 → L2 → L3 → Product Owner → CTO, triggered automatically or on demand.
Real-time collaboration
Public replies, internal notes, mentions and a full activity timeline.
Knowledge base deflection
Self-service guides and FAQs cut ticket volume before it starts.
Core modules
Everything enterprise support needs
Eight tightly integrated modules — not eight disconnected tools.
Ticket Management
A guided wizard, full lifecycle workflow, table & kanban views, and rich collaboration on every ticket.
Multi-Tenant Architecture
Each customer organization is fully isolated — no org can ever see another's data.
SLA Engine
Per-priority response & resolution targets with warning thresholds and breach detection.
Escalation Workflow
Automated L1 → L2 → L3 → Product Owner → CTO paths driven by SLA and inactivity triggers.
AI Support Assistant
Categorization, summarization, duplicate detection and sentiment analysis on every ticket.
Knowledge Base
Categorized guides, FAQs, troubleshooting and release notes that deflect repeat tickets.
Analytics Dashboard
MTTR, FRT, CSAT, SLA compliance and product-health reporting for execs and managers.
Role-Based Access Control
Granular capabilities mapped to internal and customer roles, enforced end to end.
How it works
From submission to resolution, automatically
Customer submits a ticket
Through the guided wizard — context, classification, impact and description.
AI categorizes & prioritizes
Product, module, priority and category detected automatically on submission.
Assigned automatically
Routed by product, skill or round-robin to the right agent or team.
Teams collaborate in real time
Public replies, internal notes and mentions keep everyone aligned.
SLA tracked, escalations fire
Timers run per priority; breaches and inactivity trigger escalation.
Resolved & documented
Fixes captured into the knowledge base to deflect future tickets.
Product tour
A workspace for every role
Tailored dashboards for admins, agents, customers and executives.
Open
248
Critical
12
Due soon
9
Resolved
1,904
Ticket volume
Queue
AI that works every ticket, automatically
Backed by the OpenAI API and a vector store for retrieval — with a deterministic fallback so it never goes dark.
AI Ticket Categorization
Detects product, module, priority and category from the raw description.
AI Suggested Responses
Drafts replies grounded in your knowledge base and past resolutions.
AI Duplicate Detection
Surfaces similar tickets via embeddings so teams never solve twice.
AI Sentiment Analysis
Flags frustration and escalation risk to protect at-risk accounts.
AI KB Suggestions
Recommends the right article to deflect tickets before an agent sees them.
Enterprise-grade security
Built to pass the security review
NeraDesk is designed for organizations where trust is non-negotiable — strict tenant isolation, fine-grained RBAC, SSO, MFA, encryption and complete audit trails come standard.
Role-Based Access Control
Granular capabilities mapped to every internal and customer role.
Multi-Tenant Isolation
Tenant-aware queries guarantee no org can read another's data.
SSO Login
Google Workspace and Microsoft Entra ID single sign-on support.
MFA Authentication
Multi-factor auth for an extra layer on every account.
Encryption
Encrypted in transit and at rest, OWASP-aligned by design.
Audit Logs
Every action recorded for full traceability and compliance.
Loved by support teams
Trusted by modern enterprises
"NeraDesk reduced our support workload by 40% in the first quarter. The AI categorization alone saves our L1 team hours every day."
Joyce Mensah
IT Director, Acme Manufacturing
"The fastest ticket resolution system we've ever used. SLA tracking and auto-escalation mean nothing slips through anymore."
Chidi Okafor
Operations Lead, Globex Retail
"Multi-tenant isolation gave our enterprise customers the confidence to onboard. Security review passed on the first pass."
Wanjiru Kamau
Head of Platform, Initech Financial
Start transforming your support operations today
Spin up NeraDesk with demo data in minutes. No credit card, no lock-in — just modern, AI-driven support.