Documentation / Modules
Service desk
Tickets from email, portal, phone and Genie himself — one object, triaged before it exists.
Four channels, one ticket
Email, the client portal, phone, and Genie's own alerts. Every one produces the same object with the same SLA, time capture, billing and closure. The channel is recorded as provenance, never as a type.
Triage before the ticket exists
Autoreplies, delivery receipts, calendar invitations, newsletters and vendor notifications never become tickets. The queue holds work.
Nothing is silently discarded. What Genie holds sits in a view with his reason and one click to convert. And when he is uncertain, he creates the ticket — a wrong ticket costs thirty seconds, a wrong dismissal costs a client.
Threading
A reply lands on the ticket it belongs to, whichever channel it arrived on. A client who raises in the portal and replies by email does not create a second ticket.
Threading uses message identity where it exists. Where it falls back to subject matching, the thread is marked as inferred so a wrong join is visible rather than silent.
Enrichment
By the time a technician opens a ticket: the sender resolved to a client and contact, their recent auth failures, other users with the same symptom, and the article that resolved it last time.
Caller verification
Identity is proven out-of-band — a push to a device enrolled before the call, or a code through a channel in the client's own documentation.
Never conversationally. Generative voice has made "what is your employee number" useless as a control, and the requirement rises with what the action would let the caller do.
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The inversion
Every PSA in this market creates the ticket first and triages afterwards. Autoreplies, vendor newsletters, delivery receipts, calendar invitations, out-of-office replies, and the eleven bounces from one bad send — every one of them a ticket somebody has to read and close.
Here the decision happens before the ticket exists, so the queue only contains work.
Nothing is silently discarded. What Genie holds sits in a view with his reason and one click to convert. When he is unsure, he creates the ticket — a wrong ticket costs thirty seconds, a wrong dismissal costs a client.
Email, portal, phone and chat become one ticket with one history. By the time a technician opens it the client is identified, the asset resolved, the agreement known and the duplicate linked. A sender nobody recognises is unresolved, never guessed — and a duplicate is linked rather than merged, because two people reporting the same outage is one incident and two people reporting different things that look alike is two.
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Run it beside what you already have, against your real clients. It tells you what your tools are reporting that is not true.