H1ST-SUP-TKT-001
A breach shouldn't be something you find out later
You want to catch a deadline before it's missed, not explain the miss afterward. The agent applies SLA targets to each ticket by priority, tracks response and resolution clocks, and escalates automatically when a deadline is at risk or breached, then reports SLA attainment so support quality is measurable and defensible. Teams meet commitments proactively instead of discovering breaches after the fact.
The grind you know
Without enforced SLAs, your tickets age unpredictably and an urgent issue can wait as long as a trivial one. Escalation depends on someone happening to notice, so breaches slip by quietly until they've already happened. And when a stakeholder or vendor asks about service performance, you have nothing solid to show them.
Part of the Study Support Desk family
AI-triaged help desk for every user.
You want to catch a deadline before it's missed, not explain the miss afterward. The agent applies SLA targets to each ticket by priority, tracks response and resolution clocks, and escalates automatically when a deadline is at risk or breached, then reports SLA attainment so support quality is measurable and defensible. Teams meet commitments proactively instead of discovering breaches after the fact.
Explore the Study Support Desk familyManagers set response and resolution targets per priority and category as SLA policies.
The agent runs SLA clocks on every ticket and marks items at risk or breached.
At-risk and breached tickets escalate automatically, and attainment is reported to managers.
Capabilities
Define response and resolution targets per priority, category, or study to fit support commitments.
Each ticket carries response and resolution timers with clear at-risk and breached indicators.
Tickets nearing or breaching SLA escalate to the next tier or manager without manual intervention.
Dashboards report SLA attainment and breach trends by team, priority, and period.
In practice
Where the agent shows up in the day-to-day of a live trial — the moments the grind usually lives in.
A high-priority ticket approaches its resolution deadline. The agent flags it at risk and escalates to the next tier automatically, so you act before the SLA is missed rather than explaining it after.
A ticket opens Friday evening. Because SLA policies follow your defined business calendar, the resolution clock reflects working hours and holidays instead of unfairly breaching over the weekend.
A stakeholder asks how support is performing. Attainment dashboards report met, at-risk, and breached tickets by team, priority, and period, giving you something solid to show.
Proof
Figures shown are pre-launch targets based on internal benchmarks, not guaranteed outcomes.
Who it's for
A ticketing system for users to submit, track, and resolve platform issues across the study team.
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.
