SNAKK / TICKETS
Make it clearwho follows up next.
Bring enquiries and tasks into one shared workspace. See what the customer needs, who owns it and what remains to be done, including cases started by your AI agent.
For customer service teams that need more visibility than a shared inbox and want to work closely with their AI agents.
MORE ROOM FOR GOOD SERVICE
What it does for your team.
One place to follow up
Tickets from activated channels and meeting tasks come together in one system.
Visible ownership
Use owners, status, priority and deadlines to organise the work.
Better handover from AI
Summaries and context give staff a starting point when they step in.
FROM NEED TO FOLLOW-UP
How it works.
A clear workflow, with knowledge, ownership and control throughout.
THE DETAILS THAT MATTER
Built for the work around your customer.
A workspace for everyday service
Work from an inbox or a board showing new, in-progress, waiting and resolved cases. Filters and saved views help staff find their work. These are views, not separate access permissions.
Keep replies with the right case
Ticket numbers and email threading keep the conversation together. Add internal notes and attachments and review case history. Collision alerts help when several people are working on the same enquiry.
Contacts add context
Contacts and companies connect tickets, calls, chats and meetings. Email conversations are read inside the ticket, providing context when a customer returns.
Follow-up that improves the agent
People can resolve what the agent could not. “Teach the agent this” lets an employee approve an answer as knowledge, turning ticket work into an opportunity to improve.
AN ILLUSTRATED EXAMPLE
Help for the agent. Continuity for the customer.
Illustrated example: A customer calls about something that needs an employee’s judgement.
Your team follows work from enquiry to resolution with ownership visible throughout.
FROM INTEREST TO EVERYDAY USE
A practical starting point.
1. Agree which channels should create tickets.
2. Invite team members and define responsibilities.
3. Configure acknowledgements, deadlines and relevant notifications.
4. Test the journey from enquiry to reply and resolution.
INCLUDED IN PLANS
Part of Snakk.
Tickets, contacts, knowledge and approved learning come with Snakk plans. Choose channels, capacity and team seats.
We confirm features, connections, access and onboarding before ordering. Requested setup and custom work are agreed separately.
GOOD TO KNOW
Answers before you start.
Does Tickets cost extra?
Tickets, contacts and knowledge are included in Snakk plans without a separate platform fee. Team seats and AI usage follow the plan. Replies written by staff do not count as AI replies.
Is Tickets only for email?
No. It works across activated channels. Agents can create phone and chat tickets, and meeting tasks appear in Tickets.
Can customers follow their case?
Customers can receive a ticket number and status page link with a reply option, configured as part of the setup.
Can departments have private tickets?
Not in the current standard setup. All business members can see tickets. “My tickets” and “Unassigned” are filters, not access controls.
Can we keep our existing helpdesk?
Potentially, yes. We confirm your needs and any integration with systems such as Zendesk or Freshdesk before quoting.
SEE THE CONNECTIONS
More than one useful feature.
AI-first customer service ↗
AI-first customer service with phone, chat, email, tickets and approved learning. Connect customer conversations and follow-up in Snakk.
AI email ↗
AI for your support inbox. Get drafts, controlled automatic replies and email threads organised in Snakk Tickets.
Snakk Meetings ↗
Learning and knowledge ↗
Improve AI agents using human answers. Snakk identifies knowledge gaps and suggests knowledge and instructions your team reviews and approves.
SHOW US WHAT YOU NEED
See your team’s workflow in Tickets.
Bring a typical enquiry or task. We will show how Snakk could fit your work and what needs to be configured.
