Duke, the AI teammate, works inside every app.Nobody left waiting.
Tickets that have gone a day without a reply are flagged, with how many are high priority.
Today · Harbour Digital
No reply after a day3 ticketsDo first
High or urgent1
Help desk
Help desk ticketing softwareEvery customer request, answered and tracked.
Log each request as a ticket with its priority and owner. Reply by email from the ticket, keep notes for your team, and see what's still waiting for an answer.
Duke in Help desk
Duke reads the thread. You send the answer.
He summarises long tickets in a few lines, drafts replies and logs what customers told you on the phone. Nothing reaches a customer until you approve it.
Who decides
- Waits for your approvalHe prepares it and shows a one-line preview. Nothing changes until you approve.
- Just answersReading needs no approval, and he sees only what the person asking may see.
- Ready when you open the appInsights are made from your own numbers when you open the app.
A long thread in two lines.
Duke reads the whole conversation, notes included, and tells you where it stands.
Summarise T-0014.
DukeFiona can't open last month's report. Ciarán asked on Monday which browser she uses, and she hasn't answered yet.
Replies drafted, sent by you.
You see the exact email before it goes, and the first reply records your response time.
Reply that we've re-sent the report link.
Waiting for your approvalEmail this reply to Fiona Kelly on T-0014: “Hi Fiona, I've sent a fresh link to last month's report. Let me know if it doesn't open.”ApproveNot now
Phone calls, logged as tickets.
Tell Duke what a customer said on the phone and he opens a ticket for them, or adds it to the open one.
Sean from Lough Derg Kayaks called: the booking form is down. Urgent.
Waiting for your approvalOpen ticket “Booking form is down” for Sean Ryan, urgent, came in by phoneApproveNot now
Live demoHarbour Digital's client requests, each with a priority and an owner
Tickets
Open, waiting, resolved, closed.
Each ticket is numbered T-0001 onwards, belongs to a contact and has a subject, a priority from low to urgent, the channel it came in on and an owner. Waiting on the customer is its own status, so you know whose move it is.
- Email, phone, walk-in, WhatsApp or other
- Low, normal, high or urgent
- On the ticket's timeline and the customer's
With Duke: “Give T-0014 to Ciarán and make it urgent” is one approval.
T-0014 · Can't open last month's report
CustomerFiona KellyContact
PriorityHighChoose one
Came in byPhoneChoose one
OwnerCiarán WalshPerson
StatusWaiting on customerStatus
Conversation
Replies, notes and what the customer said.
Log what the customer told you, reply by email straight from the ticket, or add an internal note only your team sees. When the customer comes back, a waiting or resolved ticket reopens.
- Replies are sent by email and kept in the message history
- The first reply records your first response time
- Internal notes never reach the customer
A Harbour Digital request, still waiting for its first reply
Ask Duke
Try these in a live demo, signed in as the owner.
Works with
Apps that go with Help desk
See a help desk in use.
Harbour Digital's demo has open client requests and replies in progress. Open it, or tell us how customers reach you now.
Or email support@smartduke.com
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