Helpdesk that connects support to engineering
A helpdesk that doesn't dead-end at the ticket. You get omnichannel intake, SLAs that respect your business hours, and a proper portal for each client. When something needs engineering, the AI triage can trace the cause and open a fix pull request without ever leaving the platform.
A ticket can become a pull request — automatically.
Every other helpdesk stops at 'route it to engineering.' Avoryx's AIOps loop takes a critical ticket the whole way: AI triage → root-cause against recent commits and incidents → a concrete fix plan → a surgical code diff → a real branch and PR in your Git → a pipeline run. High-confidence critical tickets even auto-open a Sev1 incident.
- AI triage auto-applies priority above 0.85 confidence and re-stamps the SLA
- Root-cause correlates the ticket to recent commit SHAs and incidents
- Generates minimal per-file diffs, then opens a branch + PR in Gitea
- Can trigger a pipeline for the fix branch — or emit a downloadable patch package
Built with precision — every part of it.
Not a thin feature bolted onto a suite. Here's the real surface area, grouped.
Tickets & workflow
- Full ticket model: status, priority, category, type, tags, client & contact linkage
- Macros (canned multi-field actions with usage counters), saved views, workspace tags
- Link a ticket to work items, pull requests, or other tickets across workspaces
SLA engine (genuinely deep)
- Client-level SLA baselines that workspaces inherit, with per-priority overrides
- Business-hours-aware deadlines using per-client timezone, weekday schedule & holidays
- Multi-threshold escalations fired once each at 50 / 75 / 90% of response & resolution budgets
- Breach detection fires Slack + email; posture rollup: on-track / at-risk / breached / met
Omnichannel intake
- JSON webhook ingest with shared-secret auth, field caps and workspace auto-routing
- Email-to-ticket (SendGrid / Mailgun) with tenant resolved from the recipient subdomain
- Thread detection: a [#TKT-…] reply appends as a comment instead of a new ticket
Customer portal & CSAT
- Per-client portal share: invite a contact by OTP, pause / resume / revoke, optional expiry
- Contacts of the same client share ticket visibility; customers accept resolution or reopen
- CSAT surveys auto-fire on resolve/close; a customer knowledge base powers self-serve deflection
Everything Zendesk does — plus what only one platform can.
Avoryx is licensed at the platform level — every module is included in one seat, not billed per module. See pricing. Competitor capabilities vary by plan; verified June 2026. Avoryx's Merchant-of-Record and payouts are on the roadmap; SOC 2 Type II is in progress, not certified.
Why one platform wins here.
Ticket → fix, natively
A critical bug can become a diagnosis, a code diff, a branch and a PR without a human copy-pasting context between four tools.
The whole customer, one view
Support sees the deal, the signed contract and the recognized revenue on the same record — not three lookups in three vendors.
SLAs that respect real clocks
Deadlines honor each client's timezone, working days and holidays — and escalate at 50/75/90% before they breach, not after.
Common questions
Yes, especially for B2B SaaS — it does omnichannel tickets, business-hours-aware SLAs with multi-threshold escalation and a per-client portal, and uniquely connects support to engineering, CRM and billing on one platform.
The rest of the platform
See it on your real numbers.
15 minutes, your stack, your per-seat math, the revenue back-office live.
