H1ST-SUP-TKT-001
A support request shouldn't fall through the cracks
When a user raises an issue, they should be able to see it's in hand, and you should be able to prove it. The agent gives data managers, project managers, and site users a single place to raise issues, follow their status, and see resolutions, with tickets captured in structured detail, assigned to the right queue, and tracked through their lifecycle to closure. Support requests stop scattering across email and chat and become a managed, measurable workflow.
The grind you know
Support requests reach you over email, calls, and side channels, so nothing is centrally tracked and items slip through the cracks. Users can't see where their issue stands, so they re-ask, and the noise grows. And your support team has no reliable record of volume, aging, or the problems that keep coming back.
Part of the Study Support Desk family
AI-triaged help desk for every user.
When a user raises an issue, they should be able to see it's in hand, and you should be able to prove it. The agent gives data managers, project managers, and site users a single place to raise issues, follow their status, and see resolutions, with tickets captured in structured detail, assigned to the right queue, and tracked through their lifecycle to closure. Support requests stop scattering across email and chat and become a managed, measurable workflow.
Explore the Study Support Desk familyUsers raise a ticket with structured detail about the issue and its context.
The agent routes the ticket to the correct queue or owner and sets its initial state.
Owners work the ticket through its lifecycle to resolution, with status visible to the requester.
Capabilities
Users submit issues with guided fields for category, affected study, and severity to speed triage.
Each ticket moves through defined states from open to resolved with a full activity history.
Tickets are routed to the appropriate support queue or owner based on category and study.
Users see live status and updates on their tickets, reducing duplicate requests and follow-ups.
In practice
Where the agent shows up in the day-to-day of a live trial — the moments the grind usually lives in.
A data manager reports an EDC issue that would normally arrive by email and get lost. Structured ticket intake captures it with category, study, and severity, routes it to the right queue, and tracks it to closure.
A site user wants to know where their issue stands. Requester visibility shows live status and updates, so they stop re-raising the same request and adding noise.
Support wants to know which problems recur. Volume and aging reports over the centralized register reveal the repeat issues and backlog the team couldn't see across scattered channels.
Proof
Figures shown are pre-launch targets based on internal benchmarks, not guaranteed outcomes.
Who it's for
Response and resolution time tracking with automatic escalation against defined service-level agreements.
Learn moreAI-based ticket prioritization and routing that assigns urgency and directs each issue to the right team.
Learn moreA self-service FAQ and troubleshooting library powered by retrieval-augmented (RAG) search.
Learn morePeace of mind
Every output is generated inside a validated, audit-ready platform, kept under human-in-the-loop control, and mapped to the regulatory and CDISC standards this agent supports.
Walk through it on your own workflow with a clinical-trials expert — no pressure, no obligation, and honest answers, including on the limits.
