Hi, I can see two charges for my subscription this month. Can you check and fix it?
Every ticket triaged before it reaches a queue
Your AI agent reads each new ticket, tags it and sets the priority. Smart routing then sends it to the right member or team, so nobody sorts the inbox by hand.
7-day free trial · No card required
Today
O Omar Haddad 8:52am
- Category
- Reading… Billing
- Priority
- Scoring… High
- Tags
- Tagging… Billing Refund
- Priya Nair Handles billing tickets Weighing… Owner
- Technical team Handles product bugs Weighing… Not the owner
Neo assigned this conversation to Priya Nair
Today
N Nina Alvarez 9:30am
I picked “Sales question” because I couldn’t find another option, but the chat widget on our store hasn’t opened since Tuesday.
- Category
- Reading… Technical issue
- Priority
- Scoring… High
- Tags
- Tagging… Technical Widget
- Sales team What the form said Weighing… Not the owner
- Technical team Handles widget and setup issues Weighing… Owner
Neo assigned this conversation to Technical team
Today
T Tomás Rivera 10:48am
I’d like a refund for last month, we barely used the plan. Also, a weekly summary email would be great.
- Category
- Reading… Refund request
- Priority
- Scoring… Medium
- Tags
- Tagging… Refund Feature request
- Billing team The refund comes first Weighing… Owner
- Product team The feature request stays tagged Weighing… Not the owner
Neo assigned this conversation to Billing team
Powering support for growing teams
How it works
How a new ticket gets triaged
Every new email, chat and WhatsApp message goes to Neo first. It works out what the ticket is about, adds the tags and sets the priority, then smart routing hands it to the member or team that should have it. Our own classifier model runs in the background to do the sorting.
- 01
Reads every new ticket
The moment an email, chat or WhatsApp message lands in ThriveDesk, Neo reads it along with the customer’s history. Nothing waits for a person to notice it.
- 02
Tags it and sets the priority
Neo works out what the ticket is about from the message itself, not the subject line or the form category, then adds the tags and sets a priority. Our own classifier model handles the sorting in the background.
- 03
Routes it to the right owner
With smart routing, the ticket goes to the member or team that handles that kind of ticket, so it lands with the right person the first time.
Before and after
What changes with ThriveDesk
| When | Without ThriveDesk | With ThriveDesk |
|---|---|---|
| A ticket lands | It waits until someone opens it and decides what it is | It’s tagged, prioritized and assigned as it arrives |
| The form says one thing, the message another | It’s routed off the subject line and bounces | Neo reads the message itself |
| Setting priority | The loudest subject line wins | Priority is set from what the ticket says |
| Tagging | Agents tag when they remember, so reports are patchy | Every ticket is tagged, so reports match reality |
| Who takes it | A lead assigns by hand, or agents pick from the queue | Smart routing sends it to the member or team that handles it |
| A busy day | The queue gets sorted by whoever has time | Every ticket gets the same triage, at any hour |
Your rules
Your team decides how it works
Your team trains Neo on your content, writes its rules in plain words and checks its work from the AI tools they already use.
01
Train it on your content
Point Neo at your help center, website, FAQs and past conversations. Publish a new article and Neo can use it within seconds.
Website
Website
We crawl your public pages, so pricing, policy and product answers come from what you already publish.
Help Center
Help Center
Every published article becomes an answer it can give, with a link back to the doc it came from.
FAQ
FAQ
Question and answer pairs you write by hand, for the rules and exceptions that live nowhere else.
Conversations
Conversations
Past tickets teach it your voice, and the edge cases your docs never got around to covering.
02
Write the rules in plain words
Write Neo’s instructions, pick its voice and switch on guardrails like refund limits and topics that always go to a person. The same rules apply on every channel.
Voice config
Memory store
Order history Past threads Customer profile
Support agent agent
Decide
Checks policy, picks an action
Reply
Guardrails check
03
Check its work over MCP
Connect Claude, ChatGPT or Cursor to ThriveDesk MCP. Search conversations, open any thread Neo answered and look up your help center for gaps, from the assistant you already use.
- Claude
- Claude Code
- ChatGPT
- Cursor
- VS Code
- Any MCP client
ThriveDesk MCP mcp.thrivedesk.com 28 actions · runs as you
- Conversations 14
- Contacts 3
- Live chat 5
- Reports 2
- Knowledge base 1
- +4 more areas
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
What is AI ticket triage?
Triage is sorting new tickets before anyone works on them: working out what each one is about, tagging it, setting a priority and sending it to the right owner. In ThriveDesk, Neo does that for every incoming ticket, with our own classifier model running in the background.
What does Neo do to a new ticket?
It reads the message, adds tags and sets the priority. Smart routing then assigns the ticket to a member or a team.
How does smart routing choose who gets a ticket?
It sends the ticket to the member or team that fits it, using what Neo found. You decide which members and teams handle which kinds of ticket.
Does it work on every channel?
Email, live chat and WhatsApp tickets all go through the same triage, so a billing question gets the same treatment wherever it arrives.
Can an agent change what Neo set?
Yes. The tags, priority and assignee are normal fields on the ticket, so an agent can change any of them at any time.
Does Neo also answer the ticket?
Triage decides where a ticket goes. Neo can then answer routine questions from your help center, draft replies for your agents or escalate the hard ones.
More use cases
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