From customer question to resolution
Novaico automates triage, drafts replies, and routes tickets — so your team resolves issues faster with less effort.
The complete picture
Five steps, one workflow
Customer reaches out
Via email, portal, or any connected channel. All inquiries land in the same place.
Ticket arrives centrally
One inbox, organized by priority, assignee, and status. Nothing gets lost.
AI processes instantly
Priority assigned, category detected, draft reply generated. Ready for action.
Team handles response
Send the AI draft directly, refine it, or handle complex cases personally.
Ticket resolves cleanly
Status updates automatically. Customer is notified. AI learns from the outcome.
Customer side
What your customers experience
A calm, predictable support experience. No surprises, no confusion.
Your branding, not ours
Customers see your logo, colors, and domain. Novaico stays invisible.
Simple ticket submission
One form. No chatbot loops. No endless menus. Just describe the issue.
Clear status tracking
"Waiting on us" or "Waiting on you" — customers always know where things stand.
Self-service when needed
Knowledge base search helps customers find answers without waiting.
Acme Corp Support
support.acmecorp.com
Ticket #1234
Export feature not working
Waiting on usTicket #1233
How to set up SSO?
Waiting on youTicket #1232
Billing question
ResolvedEmail and portal stay in sync. Customers can reply from either.
Agent side
Where your team works
Everything an agent needs, in one view. No tab switching. No context loss.
Production API returning 500 errors
Sarah Chen from Acme Corp • 2 hours ago
Our checkout is completely broken. We're losing orders every minute. The API started returning 500 errors around 2pm. We need this fixed immediately.
AI Analysis
Tone
Frustrated
Priority
P1 - Critical
Category
Bug
Queue
On us
Related Context
AI Draft
Hi Sarah, I understand the urgency — checkout issues are critical. I'm looking into the 500 errors now. Based on the timing, this may be related to our recent deployment. I'll update you within 30 minutes.
Draft based on: API docs, similar tickets, SLA context
Ticket arrives
New ticket appears in the queue with customer details and full conversation history.
AI assigns metadata
Tone, priority, category, and queue status are set automatically with confidence scores.
Context surfaces
Related KB articles, Jira issues, and similar past tickets appear automatically.
AI drafts a reply
A ready-to-send response based on context. Send directly or refine as needed.
Response goes out
One click to send. Complex cases get personal attention when needed.
Ticket state updates automatically after each action.
The AI layer
Where AI fits in the workflow
Detects tone and urgency to set priority automatically
Assigns category and routes tickets to the right queue
Pulls relevant context from KB, code, and history
Generates ready-to-send draft replies from context
AI is built into the product. No separate agents, no per-seat AI fees, no surprise costs.
Learn about our AI approachGetting started
Setup without surprises
Novaico is fast to set up — but thoughtful configuration pays off long-term.
1. Create your workspace
RequiredSet up your tenant, invite your first team member, customize branding.
5 minutes
2. Connect email
RequiredLink your support inbox via Gmail or configure SMTP. Existing threads sync automatically.
10 minutes
3. Add knowledge base articles
OptionalImport existing docs or create new ones. AI uses these for context.
Varies
4. Connect integrations
OptionalJira, GitHub, Slack — connect what you use. All optional.
15 minutes each
Need help getting started?
Our team offers guided onboarding for teams of 5+ agents. We'll help you migrate existing tickets, configure integrations, and train your team.