Build, buy, or extend what you already pay for

In short

Your helpdesk vendor already sells an AI add-on, usually priced per resolution — an honest read on when that is the right answer, when a custom layer earns its keep, and how the two coexist.

2 pages

definition

Resolution: the vendor-defined event your AI add-on invoice is built fromA resolution is a state transition the vendor's platform records, not an outcome your customer confirmed — and the counting rule moves the invoice further than volume does.definition6 min

diagnostic

The AI add-on billed for more resolutions than your team saw tickets closedTwo very different problems produce the same gap: a counting definition you never read, and real traffic you were not measuring. The join tells you which one you have.diagnostic9 min

Other topics in SaaS & Customer Support

See all

Ticket and shared-inbox triageThe first thing any support AI should do and the lowest-risk place to start: reading every inbound ticket, email and chat, deciding what it is about, how urgent it is and who owns it — before a customer ever sees a word the model wrote.9 pages Drafted replies and agent assistThe stage where a model writes and a human still sends — how a reply is drafted in your team's voice, cited back to something real, and how the agent's edits become the best evaluation data you will ever get.5 pages

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