Automatic Ticket Creation
Every call creates a ticket in Zendesk, Freshdesk, or ServiceNow automatically. Call recordings and transcripts attach to tickets. Full audit trail.
Customer Support
Deliver exceptional support at scale
Intelligent routing, helpdesk integration, and AI-powered assistance. Reduce handle times while improving customer satisfaction.
The Challenge
Traditional support systems create friction
Disconnected tools, SLA violations, and knowledge gaps frustrate both agents and customers.
Ticket Chaos
Calls do not create tickets automatically. Customers call back asking about status. Support history is fragmented across phone and helpdesk.
SLA Violations
No visibility into which tickets are approaching SLA deadlines. High-priority customers wait in the same queue as everyone else.
Knowledge Gaps
Agents waste time searching for answers. Customer gets transferred multiple times. First-call resolution rates are terrible.
The Solution
Built for modern support operations
Ticketing automation, SLA tracking, and AI assistance in one unified platform.
Priority-Based Routing
VIP customers and high-priority tickets route to senior agents first. SLA-critical tickets get bumped to the front of queue.
SARA AI Assistant
AI provides agents with knowledge base articles during calls. Suggests solutions based on issue description. Delivers a measurable reduction in average handle time.
Customer Screen-Pop
Caller ID triggers screen-pop with customer profile, open tickets, and support history. Agents know context before answering.
SLA Tracking Dashboard
Real-time dashboard shows tickets approaching SLA breaches. Supervisors can reprioritize queues. Automated alerts prevent violations.
Quality & CSAT Scoring
Call recordings automatically scored for quality. Post-call CSAT surveys via SMS. Agent performance dashboards drive coaching.
How support teams use SIPSTACK
SaaS Support Teams
Technical support at scale
Your SaaS product has 10,000 customers and growing. Support team handles billing questions, technical issues, and feature requests. You need ticketing integration and knowledge automation.
Key Benefits:
- Calls automatically create tickets in your helpdesk system
- AI suggests help articles based on customer description
- Screen-pop shows customer plan, usage, and recent activity
- Tier 1 agents can escalate to engineering with warm transfer
- Call transcripts and recordings attached to tickets for context
E-Commerce Support
Order status and returns management
Your e-commerce site handles thousands of orders daily. Customers call about order status, shipping delays, and returns. You need order lookup and return authorization workflows.
Key Benefits:
- IVR provides automated order status by entering order number
- Caller ID shows recent orders and return history
- Agents can process returns and issue refunds during call
- Post-call survey measures customer satisfaction
- Integration with Shopify or WooCommerce for order data
Enterprise IT Support
Internal helpdesk for employees
Your IT department supports 5,000 employees across multiple locations. Requests range from password resets to hardware issues. You need incident tracking and SLA enforcement.
Key Benefits:
- Automatic incident creation in ServiceNow or Jira
- Skills-based routing by issue type (network, hardware, software)
- VIP routing for executives and critical personnel
- SLA tracking with automated escalation for aging tickets
- Self-service IVR for common requests like password resets
Common questions about customer support solutions
Which helpdesk systems do you integrate with?
SIPSTACK integrates with Zendesk, Freshdesk, ServiceNow, Jira Service Management, HubSpot Service Hub, and Salesforce Service Cloud. Integration provides automatic ticket creation, screen-pop with customer data, call recording attachments, and two-way sync. Custom integrations available via API.
How does SARA AI assist agents during calls?
As customers describe their issue, SARA searches your knowledge base in real-time and suggests relevant articles. Agents can view suggested solutions without putting customers on hold. SARA also auto-populates ticket fields based on the conversation. This delivers a measurable reduction in average handle time and improves first-call resolution.
Can we route calls based on SLA priority?
Yes. SIPSTACK can route calls based on customer tier, ticket priority, or SLA deadline. High-priority customers or tickets approaching SLA breach are routed to the front of the queue or to dedicated senior agents. Supervisors can manually boost ticket priority in real-time if needed.
How do post-call CSAT surveys work?
After a support call ends, SIPSTACK sends an automated SMS asking the customer to rate their experience (1-5 stars) and optionally leave feedback. Responses are logged to the ticket and visible in reporting dashboards. Low scores trigger alerts to supervisors for follow-up.
What about call quality monitoring?
Supervisors can monitor calls in real-time via listen, whisper, or barge modes. Call recordings are automatically scored using AI quality models (greeting, empathy, resolution, closing). Managers can review flagged calls and provide coaching. Quality scorecards track agent performance over time.
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