Two-way email with Message-ID threading and auto-responder detection, so replies land on the same ticket.
THE PLATFORM
Every tool your team pays for today. One system.
TTSAI is organised into thirteen modules on one work-item engine. This page walks the ones your team lives in all day.
WORK MANAGEMENT
Tickets, tasks and issues. One board, one engine.
A customer email becomes a ticket, spawns a task for engineering, and both land in the same dashboards. No copy-pasting between a help desk and a project tool, because there is only one tool.
- Drag-and-drop kanban with priorities, assignees and stable reference ids
- Rich-text descriptions with headings, tables, images and video
- Multiple assignees with a primary, subtasks, collaborators, watchers
- Linked work (blocks, relates-to, parent/child) drawn as arrows on the board
- Department > Team > Project > Section hierarchy, with board sections
- List, Timeline, Calendar and Dashboard views over the same items
- Portfolios and Goals/OKRs
- Multi-homing: one item in several projects, counted once
- Tags, custom fields, saved views, bulk actions
- Immutable history with restore
SUPPORT DESK
A queue that never lets an SLA slip.
Every request, newest first, with a live response-time countdown, priority, assignee and the channel it came in on. Waiting on the customer pauses the clock. The hard ones escalate to a supervisor team, tracked and counted.
- SLA policies per priority, counted in business hours with holidays
- Alerts at 80% and at breach
- Statuses New / Open / Pending / On Hold / Solved / Closed. Closed is immutable
- One-click macros with merge variables like {{contact.name}} and {{ticket.number}}
- Formal escalate / de-escalate with supervisor notification
- Team routing and optional team isolation
- Internal notes the customer never sees
LIVE CHAT
Real-time chat, under three seconds, both ways.
An embeddable widget you build visually and drop on your site with one snippet. Conversations land in the agent inbox over a persistent connection, with typing indicators, read receipts and presence.
- Sub-3-second delivery with a resilient polling fallback
- Proactive triggers: time on page, scroll depth, URL match
- Pre-chat fields shown to agents; portal visitors arrive already identified
- Files in chat: JPG, PNG and PDF up to 15 MB, virus-scanned, inline previews
- End-of-chat thumbs, stars or a short form
- Auto-ticket when a chat ends, carrying the full transcript
- Engineered toward 200 concurrent conversations, with a horizontal-scaling path
UNIFIED INBOX · CLIENT 360
One prioritised list. The customer's whole history beside it.
Tickets and live conversations fuse into one stream. Open the Client 360 panel and the customer's other tickets, chats and timeline are right there. Identity merge keeps one person one timeline, even across channels.
KNOWLEDGE HUB
A documentation workspace. Not a flat FAQ list.
Folders, sub-folders and pages that nest inside one another, written in the same rich editor used everywhere. Publish a brand-themed help center. Better pages literally make your AI smarter.
- A nested page tree, organised the way your team thinks
- Rich pages with tables, images and video
- Page databases with typed columns, sorting and filtering
- Versioned and translatable per article
- A public help center per space with search, a language switcher and "Was this helpful?" feedback
- Brand isolation with explicit brand-to-brand sharing
CUSTOMER CHANNELS
Meet customers where they already are.
Chat widget
Built visually, dropped on your site with one snippet, locked down with an origin allow-list.
Intake forms
Map fields straight to the ticket, add CAPTCHA, and finish with a custom thank-you or redirect.
Customer portal
A separate brand-scoped login where customers see and reply to their own tickets and browse the help center. Portal chat arrives already identified.
Surveys
CSAT, NPS and CES on resolve or close, plus end-of-chat thumbs and stars in the widget.
WhatsApp, Messenger, Instagram, LINE
Built in and credential-ready: connect your own Meta or LINE business account and conversations flow into the same inbox.
Telegram
Two-way customer chat over your own Telegram bot. Messages flow into the shared inbox like every other channel.
Voice / telephony
Connect Voiso (VoIP) and inbound and outbound calls land in the same inbox as tickets, chats and emails - one customer timeline.
Exclusion list
Exact email, domain, pattern or IP/CIDR, silently dropped at intake across every channel and recorded in the audit log.
AUTOMATION & ROUTING
Rules that react, route and respond.
When something happens, TTSAI checks conditions and acts: assign the right agent, set priority, start an SLA clock, post a reply. You build it as a plain trigger, condition, action flow.
- Routing strategies: round-robin, least-load or skills-based
- Two-step pick: eligible agents first (right brand, online, under capacity, right skills), then the strategy chooses
- Team targets, when a whole team should own it
- Presence Online / Away / Busy / Offline with an auto-away heartbeat and per-agent capacity
- Every rule run recorded in a full run history / audit drawer
REPORTS & INSIGHTS
The five KPIs that matter. In one dashboard.
First response, resolution, SLA compliance, escalation rate and CSAT, drawn straight from the work-item engine. Every KPI carries a plain-language definition on hover, in English and Greek. No exports-by-hand, no stale spreadsheet.
Per-channel and per-team breakdowns, FCR, a per-agent table and a busiest-times heatmap.
CSV and PDF export, with saved report views.
Scheduled email reports: daily, weekly or monthly, CSV attached.
A self-service dashboard builder from a widget palette.
A live Supervisor Wall Board: queue depth, active chats, agents online, oldest ticket, breaches, escalations.
Six self-service surfaces mean you run this platform, not us. See how setup works →