For IT and internal helpdesks
Every staff request becomes a ticket with an owner and an SLA.
Requests come from your it@ mailbox, a form on the intranet or the chat. Rules give each one a team. Your IT team answers from its own runbooks, and staff check progress without chasing anyone.
- Requests from
- Support form
- Web chat
- API
IT support today
Requests arrive everywhere except a queue.
“Requests land in my personal inbox.”
One colleague emails you, another sends a WhatsApp, a third stops you in the corridor. Nothing has a number, so nothing has a deadline.
“Password resets eat the morning.”
The same five questions every day, answered from memory, while the laptop that won’t start waits its turn.
“Nobody knows where the time goes.”
Management asks how long requests take and which team asks most. The answer isn’t in anybody’s spreadsheet.
A day on an IT desk
Three ways in, one queue, nothing lost.
An example IT team of three looking after a 150-person office. The people are made up. Every step is something Axonave does today.
- 8:12 amA new joiner emails it@: the laptop won’t sign in. The mail becomes a ticket on the it@ mailbox.
- 8:12 amA rule for email tickets sets the IT Support team, and automatic assignment gives it to Farid.
- 8:20 amAgent Assist drafts the reset steps from the team’s internal runbook. Farid edits the draft and replies from it@, in the same thread.
- 10:05 amSomeone uses the form on the intranet: “Second monitor flickers”, topic Hardware, a photo attached. The ticket opens in Hardware, with its SLA.
- 11:30 amA monitoring script opens a ticket through the API: “Nightly backup failed”, priority high.
- 3:40 pmFarid logs 25 minutes on the monitor ticket and resolves it. The reply reaches the requester by email.
An example, not a customer. Axonave does each step today; the names and requests are made up.
The it@ mailbox
it@ becomes a queue, and replies stay in the thread.
Connect the mailbox you already use: Microsoft 365, Gmail or any IMAP server. Each new mail opens a ticket. Replies go out from it@, in your colleague’s own thread, with a copy in your Sent folder.
- Sign in with Microsoft: no password typed
- A reply reopens a resolved ticket
- Auto-replies and mail loops are dropped
Teras Home’s tickets: two came in by email, one by the support form, the rest by chat and WhatsApp.
The form
A request form on your intranet, with topics and files.
Embed the support form in any page with one snippet. Staff pick a topic, attach a screenshot and get a reference by email. To check progress, they sign in with an emailed link and see their own tickets.
- Topics that become your ticket categories
- Up to five files, 10 MB each
- My tickets, with no password to remember
The support form in our demo workspace, under Teras Home’s name. Yours shows your name and your topics.
Assignment and SLAs
Rules give each request a team, and the SLA starts.
Rules by category, priority and source set the team and the skills. Axonave then assigns by round robin, or to whoever has the fewest open tickets. Targets follow priority, in business hours.
- A cap on open tickets per person
- A warning to the assignee before the breach
- Wait on 3rd Party pauses the clock
Three SLA policies in our demo workspace. An IT team would set its own, such as urgent outages within the hour.
Runbooks
Runbooks for the IT team, how-tos for everyone else.
Keep runbooks in an internal knowledge base that only IT can open. Agent Assist drafts replies from it. Staff how-tos go in a second one: the bot answers from it, and you decide whether it shows in the public help centre.
- Internal knowledge bases limited to roles or teams
- PDF and Word files imported as drafts
- Search in English, Malay and Chinese
Two knowledge bases in our demo workspace: an internal playbook for the team, and the help centre for customers.
Chat
A chat on the intranet that answers the easy ones.
Put the chat widget on your intranet. The bot answers how-to questions from your published articles and names its source. Anything else goes to IT, or becomes a ticket after hours.
- Allowed domains for each widget
- After hours, a message becomes a ticket
- Hands over when it isn’t sure
Teras Home’s widget answering a delivery question. On your intranet, the articles are your how-tos.
API
Your monitoring opens tickets by itself.
An API key with tickets:write lets a script open a ticket when a backup fails or a disk fills up. Signed webhooks tell your other tools when a ticket changes.
- Keys with scopes, expiry and instant revoke
- Webhooks for 13 ticket events, signed
- Tickets only: there’s no chat or CRM API
POST /api/ticketsbash
curl -X POST https://<your-api-host>/api/tickets \
-H "Authorization: Bearer axv_<your key>" \
-H "Content-Type: application/json" \
-d '{
"subject": "Nightly backup failed on FS-02",
"priority": "high",
"category": "<category key>",
"requesterType": "contact",
"contactId": "<contact id>",
"tags": ["monitoring"],
"sourceMetadata": { "externalSystem": "monitoring", "externalId": "backup-fs02" }
}'A flow to start from
An IT desk bot that answers first and files the rest.
How-to questions get an answer from your published articles. Something broken becomes a ticket with a photo attached. Everything else goes to a person on the IT team.
- Answers from published how-tos only
- A photo of the error, on the ticket
- Hand over to IT by skill or team
- English, Bahasa Malaysia and Chinese in one flow
In the flow builder: New flow → FAQ with AI. It starts in English, Bahasa Malaysia and Chinese, ready to publish.
IT desk
Step 1: Message
Greeting
“Hi {first name}! This is the IT desk.”
Step 2: Menu
IT menu
“What do you need?”
- How do I…?goes toAI answer
- Something is brokengoes toLeave a message
- Talk to ITgoes toIT team
Step 3: AI answer
AI answer
“Ask me about passwords, Wi-Fi, printers or email.”
- Answeredgoes toAnything else?
- No answergoes toIT team
Step 4: Leave a message
Leave a message
“Tell us what’s broken, and attach a photo if you can.”
- Sentgoes toa ticket for the IT team
Step 5: Hand over
IT team
“Passing you to the IT team now.”
Staff paste passwords into requests. The AI never sees them.
People type passwords, PINs and one-time codes into a request without thinking. Axonave hides them from the AI, keeps internal articles internal, and records who did what.
Masked before the AI
Passwords, PINs, one-time codes, API keys, card and IC numbers are hidden from the AI. The ticket keeps what was written.
Internal stays internal
Internal knowledge bases never appear in the help centre, and the bot never answers from them.
Keys that leave with people
An API key acts as the person who made it, within their role. It stops when they’re deactivated.
An audit trail
An audit log in your workspace. Axonave support gets in only with a stated reason, for a set time, and your admins are told.
Questions from IT teams
Do staff need an account to raise a ticket?
No. They email it@, use the form or the chat. To check progress, they ask for a sign-in link by email and see their own tickets under My tickets. There’s no password to set.
Do our staff count as contacts?
Yes. Whoever raises a ticket is matched to a contact or a lead, or becomes a new contact. Basic holds 2,000 contacts and Pro 50,000.
Can we track the time spent on requests?
Yes. Log time on a ticket by hand or with a running timer. Billable rates are there if IT charges other departments.
Can a ticket wait on a supplier without breaching?
Yes. Wait on 3rd Party pauses the resolution clock, and so does Wait on Customer. The clock runs again when the ticket moves back to in progress.
Does it do asset management or change approvals?
No. Axonave is a helpdesk with a CRM, not an asset register or a change-approval tool. Keep those where they are; a script can open tickets from them through the API.
Which plan does an IT team need?
Basic ($59 a month, 3 seats) has tickets, one mailbox, the form, SLAs and the API. Runbooks, Agent Assist and the bot’s answers need the knowledge base and the AI, which come with Pro ($199 a month, 5 knowledge bases).
Is there a free trial?
Yes. Try Pro free for 14 days with your own it@ mailbox. No card needed.
Send us your request types. We’ll build the queue while you watch.
We reply within one business day by email or WhatsApp.