ioZen
← Back to use cases

Support tickets with complete context

Intelligent intake that diagnoses the issue before routing. Your team gets full context on the first look. No more "can you describe the problem again?"

The old way vs ioZen

The old way

  • "It's broken" (no details)
  • 3 emails to understand the issue
  • Wrong person gets the ticket
  • No screenshots or reproduction steps
  • Resolution takes days

With ioZen

  • Structured intake gets full context
  • AI asks follow-ups for vague reports
  • Routed to the right team automatically
  • Screenshots and files attached
  • Resolution starts immediately

Support that actually supports

Sofia manages support for a SaaS product with 500 customers. Before ioZen, her inbox was full of messages like "it's broken" with no details. Now, customers click a support link and the IntakeBot asks what they were trying to do, what happened instead, and whether they can reproduce it. It asks for screenshots. It asks what browser they're using. By the time Sofia sees the ticket on her board, she has everything she needs. Billing questions go to finance. Bug reports go to engineering. Feature requests go to product. She estimates it saves her team 10 hours a week in back-and-forth.

What the customer sees

The bot collects what your team would ask anyway

IntakeBot

Hi! What can we help with today?

I can't export my reports. The button doesn't do anything when I click it.

IntakeBot

That sounds frustrating. When did this start? And which report are you trying to export?

Since yesterday. It's the monthly sales report. I've tried it in Chrome and Safari.

IntakeBot

Thanks for testing both browsers. Can you share a screenshot of what you see when you click the export button?

📎 screenshot-export-bug.png uploaded

The numbers

What changes when support intake is conversational

Back-and-forth emails

3-5 0

Time to resolution

3 days 4 hrs

Tickets with full context

20% 90%

The full pipeline

From report to resolution, tracked and routed

Customer reports issue

Clicks your support link

AI collects context

Screenshots and details

Contact linked

Account info attached

Card on board

In your support pipeline

Routed by type

Bug, billing, or feature

Right ticket, right team

Issues route to the experts who can actually solve them

flowchart TD

    %% Main nodes
    A["🤖 <b>IntakeBot</b><br/><small>Collects information</small>"]
    B{"Routes based<br/>on answers"}

    C["<b>Bug Reports</b><br/><small>Engineering Board</small>"]
    D["<b>Billing Issues</b><br/><small>Finance Board</small>"]
    E["<b>Feature Requests</b><br/><small>Product Board</small>"]

    %% Connections
    A --> B
    B --> C
    B --> D
    B --> E

    %% Styling
    classDef intakeBot fill:#c96a35,stroke:#c96a35,color:#fff,stroke-width:2px
    classDef router fill:#f5f5f4,stroke:#e7e5e4,color:#44403c,stroke-width:2px
    classDef destination fill:#fff,stroke:#e7e5e4,color:#44403c,stroke-width:1px
    classDef highlighted fill:#fef3ec,stroke:#c96a35,color:#44403c,stroke-width:2px

    class A intakeBot
    class B router
    class C highlighted
    class D destination
    class E destination
See the Engineering Board in detail

⚡ Why this matters

Tickets take 3x longer when they land on the wrong desk. Bug reports to finance? Billing questions to engineering? Every misroute is a delay. And a frustrated customer.

Without routing: All tickets in one queue. Manual triage. Ping-pong between teams.
With ioZen: Issues auto-route by type. Right team sees it first. Faster resolution.

Engineering Board

Bug reports land here with full context for your dev team

New

2

Export not working

Sarah M. · Pro plan

High

API timeout errors

Mike R. · Enterprise

Critical

Triaged

1

Export not working

Sarah M. · Pro plan

High

Mobile app crash

James L. · Business

Medium

In Progress

1

Login redirect loop

Ana P. · Pro plan

High

Resolved

0

What's included

Issue diagnosis

AI asks what they were doing, what happened, and if they can reproduce it.

File and screenshot uploads

Customers attach evidence. No more "can you send a screenshot?"

Category routing

Bugs go to engineering. Billing goes to finance. Automatically.

Priority detection

Keywords like "can't access" or "data loss" trigger high-priority routing.

Customer context

See their plan, previous tickets, and account info. All linked.

Resolution tracking

Move cards through stages: New, In Progress, Waiting, Resolved.

Perfect for

Small Teams (2-10) Growing Operations (10-50)

Related use cases

Explore other ways to use ioZen

Feedback Collection

Get actionable feedback with AI follow-up questions.

Lead Qualification

Score and route leads to the right team automatically.

Client Intake

Collect everything you need from new clients before kickoff.

Ready to try it?

Turn forms into conversations. Track everything in one place. Start free today.

Free forever plan Live in 5 minutes No credit card