Documents, Operations & Support · H1ST-SUP-TKT-001
AI-triaged help desk for every user.
The problem this family owns
This is the stretch of the trial where the work is repetitive, deadline-bound, and unforgiving of small errors — the part a stretched team feels first, and the part where a missed detail is most expensive to fix later.
The Study Support Desk family puts a purpose-built agent on each of these. You stay in control of every output — the agents absorb the grind, not the judgment.
Where it fits
The support system behind the platform. Study Support Desk handles issue intake and tracking, manages SLAs, powers a self-service knowledge base, and uses AI to classify and prioritize every ticket.
It sits in the Documents, Operations & Support suite — a compliant etmf and an ai project team — and is delivered as 4 individually-deployable AI agents you can adopt one at a time or as a complete workflow.
The agents
Each agent below removes a specific piece of that grind. Deploy the whole family as one workflow, or add the single agent that hurts most today and expand from there.
A ticketing system for users to submit, track, and resolve platform issues across the study team.
Learn moreResponse and resolution time tracking with automatic escalation against defined service-level agreements.
Learn moreA self-service FAQ and troubleshooting library powered by retrieval-augmented (RAG) search.
Learn moreAI-based ticket prioritization and routing that assigns urgency and directs each issue to the right team.
Learn moreOne workflow, not point tools
Enabled together, the Study Support Desk agents hand off in sequence — each one's output becomes the next one's input, so nothing is re-keyed and nothing falls between the seams.
A ticketing system for users to submit, track, and resolve platform issues across the study team.
Response and resolution time tracking with automatic escalation against defined service-level agreements.
A self-service FAQ and troubleshooting library powered by retrieval-augmented (RAG) search.
AI-based ticket prioritization and routing that assigns urgency and directs each issue to the right team.
Built for regulated trials
Every agent runs inside a validated, audit-ready platform aligned to the standards clinical teams and inspectors expect.
Electronic records and signatures with full audit trails, access controls, and validation.
Good Clinical Practice, including risk-based quality management and computerized-system expectations.
Standards-based data capture, tabulation, and analysis datasets that validate clean in Pinnacle 21.
PHI safeguards, de-identification, and role-based access across the platform.
Lawful processing, data-subject rights, and EU data-residency support for global trials.
Security, availability, and confidentiality controls audited against Trust Services Criteria.
Certified information-security management system governing the whole platform.
AI management system for responsible, governed, and auditable use of AI.
Straight answers
Pulled from the questions teams ask most about the agents in this family — answered plainly, including where the honest answer is a limit.
No pitch, no pressure — a working walkthrough on your own workflow and honest answers, including on the limits. Bring the study that worries you most.
