LekkerSupport — Tickets & Knowledge Base
Resolve Issues Before They Escalate
Ticketing with automated assignment, SLA tracking, and AI summaries. Built-in Knowledge Base and branded customer portal.
LekkerSupport gives you enterprise-grade customer service tools without the complexity. Tickets are automatically assigned based on priority and team capacity, SLAs ensure nothing falls through the cracks, and AI summarizes long conversations so agents can jump in instantly. The built-in Knowledge Base deflects common questions, and the branded customer portal lets clients track their own tickets.
Tier: Add-on
Key Features
- SLA & Auto-Assignment — Route tickets based on priority, category, and team capacity with SLA escalation.
- AI Ticket Summaries — AI generates concise summaries and suggested responses for faster resolution.
- Knowledge Base — AI-powered help center for customer self-service with search and article generation.
- Customer Portal — Branded portal where customers can track tickets, view history, and access KB.
- CSAT Surveys — Automatic satisfaction surveys after ticket resolution with trend tracking.
- Service Metrics — Response times, resolution rates, and agent performance dashboards.
Use Cases
- Customer Service: Handle inquiries with SLA-backed response times, AI-assisted replies, and satisfaction tracking.
- Internal IT Helpdesk: Use the same ticketing system for IT support, HR questions, and facilities management.
- Client Project Support: Agencies can provide branded support portals for each client with their own Knowledge Base.
- Self-Service Deflection: Build a Knowledge Base that answers common questions, reducing ticket volume by up to 40%.
How It Works
- Step 01: Ticket Creation — Customers submit tickets via email, portal, or form. Auto-categorized and prioritized.
- Step 02: Smart Assignment — Tickets assigned to the right agent based on category, capacity, and skills.
- Step 03: AI-Assisted Resolution — AI summarizes conversations, suggests KB responses, and tracks SLA compliance.
- Step 04: Close & Measure — After resolution, CSAT surveys collect feedback. Metrics feed into Intelligence Core.
Integrations
- LekkerContacts — full customer history visible in every ticket
- LekkerForms — ticket intake forms for structured issue reporting
- LekkerChat — escalate live chat conversations to support tickets
- LekkerCalendar — schedule callbacks from within tickets
- LekkerBilling — view customer invoice/payment history in tickets
- Intelligence Core — service quality signals and SLA compliance