Tickets resolve themselves. At the level you set.
Every 15 minutes it matches open tickets to the knowledge base, reminds staff about stale tickets and warns them before an SLA is missed, proposing or acting at the level you set.
Every 15 minutes it matches open tickets to the knowledge base, reminds staff about stale tickets and warns them before an SLA is missed, proposing or acting at the level you set.
Trusted by frontline employers everywhere
Routine tickets answered from the KB
Every 15 minutes it matches open tickets to the live knowledge base, and acts only above the confidence bar.
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Allowed categories only
General, IT support, policy and procedure, and other, by default.
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A 95% bar by default
The best article must match at or above the bar before the loop acts.
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"Resolved by AI" on the ticket
A ticket the loop resolved carries the badge on its page.
Stale tickets and SLA misses, flagged early
A ticket idle for 24 hours, or nearing its SLA deadline, notifies the assignee, or the manager or admins.
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No activity for 24 hours
A ticket submitted in the last 14 days and idle for a day is flagged on the clock alone.
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Before the SLA is missed
A ticket nearing its SLA deadline notifies staff. The loop changes no deadline.
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Someone always hears
The assignee, or with no assignee, the requester's manager or the admins.
Three levels of autonomy. You pick.
It ships off. Switch it on in Service Desk settings and choose how far it goes, propose only or act on its own.
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Off: the default
The loop doesn't run. Your SLA warnings and escalation settings still apply.
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Approve: agents decide inline
After an approved answer is sent, the requester confirms it worked before the ticket resolves.
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Auto: it acts on its own
A confident match is answered and resolved, and notices go out within a daily action budget.
Open a ticket without filling out a form
Describe the problem in plain English, and the agent drafts a categorized ticket and waits for you to confirm.
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The knowledge base first
A grounded answer with citations, and a ticket only if you still need one.
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Plain-English deadlines
"By Friday" or "end of week" becomes an actual due date.
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Internal notes stay internal
Staff notes never leak to the requester, and every write is confirmed.
AI Employee Service Desk at a glance
AI Service Desk
Intent classification, KB-grounded responses, confident escalation.
Healthcare
“We wanted to drive people into MangoApps, and we wanted to make our Assistants useful immediately. Petauri Ask was trained on resource guides we’d already uploaded, so employees could ask things like ‘How do I submit an expense report?’ or ‘Where do I find the holiday calendar?’”
Retail
“At our head office within HR, marketing, and finance, we use ChatGPT quite a bit, and MangoApps AI Helper is a useful tool for us. As I go around to the stores, I’ve been showing them how the AI Intranet Helper can find things and answer plain language questions about our resources, and they’re quite excited about that.”
“MangoApps’ search capability has been critical. It brings back so much information that would have been lost on our old intranet. The content is fresh and current. It’s been really, really nice to have.”
Results from teams like yours
Part of one app your people already use
The agent tries the knowledge base before opening a ticket, confirms every write and logs every tool call.
Questions IT and HR service teams ask
13 tools across the ticket lifecycle — search the knowledge base for an answer before a ticket is opened, create a ticket with auto-detected category and priority, search and retrieve tickets, add comments (internal or visible), update status and priority, close and reopen tickets, view full history, check SLA due time and breach status, generate AI auto-responses from KB content, detect request type from a message, and send email responses tied to a ticket.
Before creating a ticket, the agent runs search_kb_for_answer against the user's question. If the KB has a matching article, the agent returns a grounded answer with citations and asks if a ticket is still needed. get_ai_auto_response generates a draft response with KB sources for the user to review or send. The ticket is only created if the user confirms.
Yes — through three explicitly-gated writes: close_ticket (requires resolution summary), update_ticket (status, priority, or info), and reopen_ticket (requires reason). Other writes — adding comments, sending email responses — confirm before executing. The other 10 tools are read-only.
Comments support an is_internal flag, and the agent respects it. Internal notes are visible only to staff; requester-facing comments and email responses go through governed channels. The agent does not blur the line between them.
KB deflection rate (questions answered without ticket creation), auto-classification accuracy, first response time, SLA breach rate (and what share got flagged before breach), and average time to resolution by category. Compare against your pre-agent baseline.
See what MangoApps can do for your frontline
Every team. Every employee. Every workflow. One AI platform — built for the frontline. Since 2008, trusted by 2 million+ users with an NPS of 78.
Rolled out to every employee at AutoZone (125,000), PetSmart (50,000+), A.S. Watson and Raley's (20,000) — and at larger retailers we are not permitted to name.
Prefer to explore first? Ask AI about AI Employee Service Desk →
- Within one business day: a solutions consultant asks about your workforce and what you run today.
- The demo shows your use case: your sites, your frontline roles, your systems.
- It ends with your price: the package and the price for your employee count, not a generic quote.
