Help desk with cases, SLAs and AI: support your customers without losing a single request
Every help request from your customers arrives through the form, the website chat or email and becomes a case with a number, an owner and a response deadline. First-line AI proposes the reply, your team reviews it, and your customers find common answers on their own in your own help page.
A help request lost in a conversation is a customer lost
When help arrives by email, chat and phone, nobody knows who answered, how long the customer has been waiting or whether it was solved. With the Remotjob help desk every request is a case with an owner and a deadline, the customer can follow it without calling, and what your team already answered is kept as knowledge so nobody writes it twice.
From help request to solution in six steps
One continuous flow for your team and for the customer, with no spreadsheets or loose emails.
1
The customer asks for help
They write through your organization’s public form, the website chat or email. Before writing, they can look for the answer on your help page, with articles and a search box.
2
AI answers first
Your organization’s bot replies with what it knows. If it cannot solve it, or the customer asks for a person, the chat is handed over and a case opens with the conversation included.
3
The case is born with a number and deadlines
Each case gets its own number, a priority, a category and a team. The first-response and resolution deadlines (SLA) are calculated automatically, using your business hours if you define them.
4
Your team replies with help
The AI proposes a category, priority, summary and reply. The agent edits it, applies a saved reply or cites an article, and sends it by email or through the tracking link.
5
The customer follows the case
They receive an email with a link that shows only their case: the team’s replies, never the internal notes. From there they answer and attach files without creating an account.
6
Closing, survey and learning
Once resolved, the customer rates the service from 1 to 5. If the case produced a good answer, the AI drafts an article without customer data and a person reviews and publishes it.
What is included
Cases with their own number
Each request has a number per organization, customer and contact, origin channel, priority, category, team, agent, configurable stages, a thread with the customer and attachments. Internal notes stay with the team only.
SLAs with business hours and alerts
First-response and resolution deadlines by priority or category. Status moves from on time to at risk and breached, the clock pauses while you wait for the customer, and the agent or team is notified by email.
First-line AI
Using your organization’s bot: it proposes category, priority, summary and reply, and cites your public articles with their link. The automatic reply is optional and only acts when the AI can solve the case.
Public form and tracking
A form with explicit consent, attachments and abuse protection, a button for your website, incoming email that opens cases, and a login-free tracking link for each customer.
Survey and metrics
The customer rates from 1 to 5 with a comment once resolved. The metrics board shows volume, SLA compliance and satisfaction, and the inbox filters by status, SLA, agent, priority and channel.
Knowledge base in 6 languages
Articles with categories, as draft, published or archived, internal for your team or public for your customers, with full-text search, attachments and an editor with preview.
Public help page and saved replies
Your help center with a search box and suggestions while the customer types the subject. For the team, suggested articles on every case and saved replies with variables that can change stage, category or priority.
Connected to the rest of Remotjob
The case customer is the same one in the Store, Automations can react to a case and the Customer Portal shows it. What your team writes in articles becomes knowledge that Company Brain and People Chat return as answers.
Process map included
The module comes with its process map: what your team does, what the system does (numbering, calculating deadlines, notifying) and what the AI does (proposing category, summary and reply), so everyone sees the path of a case.
Orderly support, with control and traceability
The help desk handles your customers’ data. That is why every step has an owner, permissions and a record, and the AI proposes but does not decide for your team.
Role-based permissions: who views, who handles cases and who configures teams, SLAs and articles are separate levels.
Each organization sees only its own cases and articles; an internal article never reaches a customer or the AI that answers them.
The tracking link opens only that case and travels only to the email the customer declared; an unverified email is flagged.
Every case keeps its event log: stage changes, assignments, replies and deadline alerts.
The AI suggests and a person reviews what is sent; the automatic reply is optional and can stay off.
The public form asks for consent and has caps per address, per organization and per email to curb abuse.
What it is and what it is not
It is the tool for your company to support its customers. It is not the support Remotjob gives its own customers, which has its own channel.
The incoming channels are the public form, the website chat and email. Other messaging channels are not available yet.
The AI proposes and cites public articles; it does not invent features, integrations or dates, and if asked for something that does not exist it records it as a suggestion.
It does not yet merge duplicate cases, does not account for holidays in business hours and cannot be embedded inside your site: today the form opens from a button in a new tab.
Video · 1 min 4 s
Help desk, explained in a short video
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English narration with Spanish subtitles.
How it works
Learn to use it in minutes
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From a customer question to an answer that stays on record · 25s
Frequently asked questions
Is the help desk the same as Ticket Support?
No. Ticket Support is the support Remotjob offers its own customers. The help desk is a tool for YOUR company to support ITS customers, with your cases, your deadlines, your team and your knowledge base.
What does first-line AI do, and can it answer on its own?
Your organization’s bot answers first and, on every new case, the AI proposes category, priority, summary and a reply that your agent edits and sends. The automatic reply is optional and only acts if the AI can solve the case. The AI uses AI credits; the module is included in the membership.
How does the customer follow their case?
Through a secure link sent to their email, with no account or password. There they see the thread with the team’s replies, answer with attachments and rate the service once resolved. Internal notes are never shown.
How do response deadlines (SLA) work?
You define minutes for first response and resolution by priority or category, plus optional business hours. Each case shows whether it is on time, at risk or breached, the clock pauses while you wait for the customer and the team gets alerts.
Which articles does the AI use and which ones can customers see?
Published public articles are visible to customers on your help page and cited by the AI with their link. Internal ones are for your team only and are consulted by Company Brain and People Chat; they never enter a reply that might reach the customer.
Support your customers in an orderly way, with AI and without losing control
Tell us how people ask you for help today; we will show you what your help desk and knowledge base would look like inside Remotjob.
