Apps/Service
Support customers and hit your SLAs
Part of Apps · apps.calimatic.com
The desk your customers reach — tickets, SLAs and a knowledge base, with an AI chatbot out front.
Best for: Support teams that need to hit SLAs and deflect the repeat questions.
What Service does
Resolve
- Tickets with queues, assignment and merging
- SLAs with at-risk and breach states
- Escalation policies
Serve faster
- Canned responses and macros
- Service requests with approvals
- CSAT surveys and analytics
Deflect
- Knowledge base and published articles
- AI chatbot builder grounded in your docs (RAG)
- Knowledge-gap tracking from real questions
Automate
- Service automations and assignment rules
- A service catalog customers can order from
What teams use it for
Beat the SLA
Tickets route by rule and flag at-risk before they breach, so nothing sits past its deadline.
Front-line bot
An AI chatbot grounded in your knowledge base answers the common questions and hands the rest to an agent.
Close the gaps
Knowledge-gap tracking shows which real questions have no article yet, so you write the ones that matter.
When agents run inside Service
A service agent can answer tickets from your knowledge base, draft replies and route or escalate. It hands off to a human on anything outside its scope, and every reply is attributable.
Every agent gets an identity, a scope it cannot exceed, scoped short-lived credentials and an audit trail — the same control layer under every hub. See the control layer.
Service is one of the nine hubs inside Apps. Take it on its own, or combine it with the others — they share one login, one set of records and one integration layer. See all nine hubs.
See Service on your data
Tell us how your team works today and we will show you exactly how Service fits.