It answers without diagnosing
The assistant goes for the fastest way out: a reply that sounds right. It never opened the database, the logs or the file the customer says won't load.
Technical support run by AI agents
Your support answers fast. Ticket OS makes it answer right.
Ticket OS takes every ticket in your helpdesk and works it like a senior support engineer: it classifies it, checks the database, files, logs and code, builds an evidence-backed diagnosis and leaves you the reply ready to go. Your team approves it and it's sent. Nothing goes out or changes without a person.
- Investigates before it answers
- Evidence behind every claim
- Nothing sent without approval
- Proven on Zoho · designed to connect to your stack
Surface · what the customer sees
AI already answers tickets.
The problem is it answers without checking.
It doesn't know what the customer can do
Without the user's role and permissions, it can't decide whether the answer is "here's how to do it" or "we'll take care of it."
Your best asset sits unused
Hundreds of resolved tickets, each with its cause and fix, and nobody checks them when the next identical one comes in.
On video · a system in production
How a system in production is supported.
How WITS handles support and maintenance for a real platform, from the customer's report to the approved reply. Ticket OS is the engine running underneath.
The workflow · end to end
How a ticket gets worked, end to end.
Today it runs on Zoho.
This is the real workflow we use to run support for a SaaS platform in production. It runs on the Zoho ecosystem because that's where their operation lives. Every piece is swappable.
View the workflow with
- 1
The customer reports it
Zoho Desk ASAPThe report starts inside the application, with the screen and the user it came from.
- 2
The ticket arrives
Zoho DeskIt pulls in the request and the full conversation thread, with screenshots and attachments.
- 3
Account context
Zoho CRMon the roadmapIt finds the client company: its plan, its status, its usage health.
- 4
Classifies and applies policies
Ticket OSIt decides the case type, whether the customer can solve it or it needs internal action, and whether the contact is allowed to request it.
- 5
Investigates with evidence
Database · files · logs · repositoryRead-only queries, objects, logs and commits. No claim without its source.
- 6
Remembers similar cases
Ticket history memoryIt retrieves past tickets with the same problem and how they were solved, anonymized.
- 7
Diagnosis + draft
Ticket OSA hypothesis with a confidence level, the likely cause and a reply ready in your team's tone.
- 8
Human approval
Operations ConsoleA person reviews the case file and approves, edits or rejects. Production changes: two approvers.
- 9
Replies
Zoho Deskwith your teamThe approved reply is posted on the ticket, with your template and your signature.
- 10
If it's a bug, it goes to development
Zoho Sprintswith your teamThe confirmed problem becomes a backlog item, with its evidence.
- 11
The team coordinates
Zoho Cliqwith your teamUpload requests, files and team alerts, in the channel where they already work.
- 12
Large files
Zoho WorkDrivewith your teamBatches of files the customer sends are picked up from there, without going through email.
- 13
Follow-up and closing
Zoho DeskA reminder at 48 hours if the customer doesn't reply, closed at 72 hours, all with an approved draft.
- 14
Learns
Ticket OSThe case file —hypothesis, evidence, cause, fix— feeds the memory: the next ticket gets solved faster.
We prove it on Zoho. It works with whatever you use.
Zoho products in this case's ecosystem
- Zoho DeskTicketing system: intake, thread, reply, status and internal notes.
- Zoho Desk ASAPHelp widget inside the customer's application.
- Zoho CliqTeam messaging and a request channel with files.
- Zoho SprintsDevelopment backlog: confirmed bugs and changes.
- Zoho WorkDriveThe customer's large files.
- Zoho CRMAccounts, plan and customer health.
- Zoho BooksBilling: account context, is it up to date?
- Zoho CampaignsMass notices to customers: maintenance and incidents.
Integrations · the core stays the same
Swap any piece.
The workflow stays the same.
The Ticket OS core knows nothing about Zoho or any client: everything specific lives in configurable connectors, policies and playbooks. Switching helpdesks means switching a connector, not rebuilding the system.
HelpdeskZoho DeskJira Service Management, Zendesk, Freshdesk, HubSpot Service Hub, Odoo Helpdesk, Intercom
In-app helpZoho Desk ASAPYour helpdesk's widget or your own form
Team chatZoho CliqSlack, Microsoft Teams, Google Chat
Development backlogZoho SprintsJira, Linear, GitHub Issues, Azure DevOps
FilesZoho WorkDriveGoogle Drive, OneDrive / SharePoint, Dropbox, S3
CRM and billingZoho CRM, Zoho BooksHubSpot, Salesforce, Odoo
Your systemYour cloud database, object storage, logs, Git repositoryPostgreSQL, SQL Server, MongoDB, any cloud, any repository
Don't see your tool? It's designed to connect to your stack.
Outside Zoho, each connector is built to fit your stack during implementation. Here's how we approach it: how to integrate your company's systems.
Investigation · where the cause is
What the customer doesn't see,
Ticket OS checks.
The ticket stays on the surface. The cause is almost always further down: in a database record, in a file that doesn't exist, in a line of the log. Ticket OS goes down to check every resource, with read-only permissions, and writes down what it found.
- DatabaseAccount records, permissions and status
- LogsApplication and server logs
- FilesObjects in storage
- CodeRecent commits and changes
- HistorySimilar tickets already resolved
Diagnosis readyAwaiting approval
"Hi. We looked into your case: your invoice was generated correctly, but the email it was sent with bounced. We've already resent it and it's available in your portal."
3 pieces of evidence · 85% confidence
Illustrative example; not customer data.
Evidence · the case file
"I think…" is not an answer.
Every claim in the diagnosis comes with its source: the table and the record, the object in storage, the log line, the commit. Your team sees exactly what the agent checked and why it reached that conclusion.
The invoice was generated, but the delivery email bouncedInvoice issued in the database · bounce in the mail server log85%
The customer's email address was entered wrongContact email is valid with no recent changes20%
Application errorNo errors in the log during the report window10%
Illustrative example of the format; not customer data.
Agents · separate responsibilities
Nine agents.
None approves its own work.
The one that classifies doesn't decide; the one that decides doesn't touch code; the one that investigates doesn't reply; the one that executes doesn't approve itself. Each agent has a single job, its allowed tools and its tests.
Intake
Picks up the ticket from the helpdesk and extracts the company, the user, and the codes and emails it mentions.
Classifier
Decides the case type and routes it to the right investigator.
Policies
Applies your operation's rules: can this contact request this? Is it a how-to question or an error? Which SLA applies?
Investigator
Checks the database, files, logs and code with read-only permissions, and builds evidence-backed hypotheses.
Planner
If a change is needed, it prepares it with its backup and its rollback.
Executor
Applies the change only once it's approved, and stops at the first error.
QA
Validates before and after; if something fails, it calls for a rollback.
Communicator
Writes the reply with your team's templates and signature. Always as a draft.
Follow-up
Sends reminders, follows up and closes the ticket when the customer doesn't reply.
Security · control before speed
Designed not to break production.
- Read-only by defaultThe engine investigates with read-only credentials on the database and the cloud.
- Nothing sent without approvalEvery reply is a draft until a person approves it.
- Six locks before productionSimulation by default, explicit production permission, risk matrix, approval, tests and a mandatory backup.
- Two approvers for productionNo production change with a single sign-off.
- Mandatory rollbackA change that can't be reverted doesn't get planned. If QA fails, it's reverted and stopped.
- Personal data kept out of memoryThe history is anonymized before it's stored: emails and sensitive data are replaced.
- Every company isolatedMulti-company with database-level isolation; credentials by reference, never in the code.
Memory · the history goes to work
Every resolved ticket makes the next one faster.
Ticket OS stores the problem behind every closed ticket —anonymized— together with its fix. When a new one comes in, it finds the similar ones and hands the agent how they were solved.
It also spots patterns and suggests improvements to the playbooks; no rule changes without your team's approval.
What Ticket OS doesn't do
- It isn't a helpdesk or a CRM: it connects to yours.
- It isn't a chatbot for your customers to talk to an AI (the real difference).
- It doesn't send anything or change anything in production without your team's approval.
- It doesn't build new features for your product: a feature request gets classified and routed.
- When solving it requires action on your side, it says so and hands it off; it doesn't fake progress.
Who it's for
For teams that support their own software.
SaaS companies
With hundreds of customers and a small support team.
Software agencies
That support systems they built for their clients.
Teams on Zoho Desk
Or on Jira, Zendesk, Freshdesk… that want AI to diagnose, not just answer.
Teams with lots of history
Resolved tickets that nobody uses when the next one comes in.
How we get started
From your helpdesk to your first diagnosis.
- 1Connect (read-only)
Your helpdesk, your database and your storage, with read permissions.
- 2Learn your operation
We load your anonymized history, your manuals and your reply templates.
- 3Shadow mode
Ticket OS diagnoses and drafts alongside your team; we compare it against what they replied.
- 4Operation with approval
Your team approves every draft; internal actions go through the locks.
Plans
Start with an assessment of your support.
Assessment
Review of your helpdesk and history, a map of case types and connectors, and an implementation plan.
Custom quoteImplementation
Connectors, policies, playbooks, ticket history memory and shadow mode.
Custom quoteOperation monthly
The engine running, playbook improvements and support reports: resolution time, % with evidence, QA.
Custom quoteSibling products
Part of the WITS operating system.
- Market OSWhat your customers search for and what your competitors say.market.wits.mx
- Media OSCreates, publishes and measures on your social media.media.wits.mx
- Leads OSAnswers every prospect that comes in.leads.wits.mx
- Ticket OSTakes care of every customer who reports a problem.
- Security OSKeeps the infrastructure everything else runs on secure.security.wits.mx
Go deeper
More from WITS on support with AI.
WITS BlogAI agents for customer serviceWhich parts of support an agent can handle, and which it can't.→
WITS BlogChatbot vs AI agent: the real differenceWhy answering isn't the same as diagnosing.→
WITS BlogRAG vs fine-tuning: which to chooseHow ticket history is used without retraining a model.→
WITS BlogHow to integrate your company's systemsPatterns and order to connect helpdesk, database and files.→
WITS serviceSoftware support and maintenanceHow we support a client after go-live.→
WITS serviceHow we work, stage by stageWhich agents step in and what the human team decides on each request.→
FAQ
What people ask us before getting started.
What is Ticket OS?
Ticket OS is the AI technical support engine by WITS, a Mexican software and AI company. Its agents investigate every ticket across database, files, logs and code, and deliver an evidence-backed diagnosis and a draft reply that a person approves.
Do I have to use Zoho?
No. We show it on Zoho because that's where our real case runs. The core doesn't depend on any helpdesk: it connects to yours.
Does the AI reply directly to my customers?
No. It writes the draft; your team approves it and it's sent.
Can it break something in production?
It investigates with read-only permissions. Any change goes through six locks, two approvers and a backup with a rollback.
What does it need to investigate?
Read access to your helpdesk, your database and your file storage; optionally, logs and repository.
What happens to my customers' data?
The memory is stored anonymized; every company is isolated from the others and credentials never live in the code.
How well does it work?
We measure every draft against the reply your team gave and report it to you.
What if the problem requires us to do something?
It detects it, says so and hands it off to your team with the plan ready.
How long does implementation take?
It depends on your helpdesk and how many systems need to be connected. We give you the plan with timelines after the assessment.
How much does it cost?
It's quoted in stages: first an assessment of your support and, based on it, the implementation plan and monthly operation, with timelines and price.
Contact
How much time does your team spend investigating before it can answer?
Tell us which helpdesk you use and which system you support. We'll walk you through the workflow with one of your own tickets, anonymized, in a demo.
You can also reach us by phone or WhatsApp at +52 56 6107 7931, or at ventas@wits.mx.
Guadalajara, Jalisco, Mexico.