AI Ticket Management
Built for Modern CX

An AI ticket management system is customer service software that captures requests from every channel, turns them into trackable tickets, and uses automation and AI to organize, route, and resolve them. It gives your team a single place to manage conversations, apply SLAs, and keep customers updated, which leads to faster resolution times and higher satisfaction.

A shared inbox quickly breaks down once volumes grow or you add more channels. Modern CX ticketing, like Kapture, centralizes email, chat, voice, social, and web into one workspace, layers on SLAs, routing, automation, and AI assistance, and gives leaders the analytics they need to run support like an operation—not just a mailbox.

Kapture turns every customer interaction—email, live chat, phone call, social DM, web form, or app message—into a ticket with a unique ID in a unified inbox. Agents and AI can then work on that ticket end-to-end, regardless of where the conversation started, so customers don’t have to repeat themselves across channels.

Kapture’s AI can auto-classify tickets by intent, language, and sentiment, apply the right priority and SLA, and route them to the best team or agent based on skills and workload. During resolution, AI agents suggest replies, surface relevant knowledge articles, summarize long threads, and recommend next best actions, helping agents close tickets faster with better accuracy.

Kapture provides real-time dashboards and configurable reports for volumes, response and resolution times, SLA adherence, backlog, CSAT and NPS, and agent productivity. CX leaders can slice this data by channel, queue, segment, or region to identify bottlenecks, evaluate automation impact, and decide where to invest next.

Yes. Kapture integrates with CRMs, telephony and contact center platforms, ecommerce and billing systems, and custom line-of-business applications via APIs and webhooks. This ensures tickets carry full customer and transaction context and allows agents to take in-ticket actions without switching tools.

Kapture is designed as a CX platform with vertical-ready workflows for BFSI, Retail & Ecommerce, Travel & Hospitality, and Energy & Utilities. You can configure ticket categories, routing rules, and automations around industry-specific use cases while working from one unified system.

Kapture follows enterprise-grade security practices including role-based access, audit trails, data encryption, and region-based hosting. This helps BFSI, fintech, and regulated organizations manage customer tickets securely while meeting internal and external compliance requirements.

Implementation timelines depend on scale and complexity, but AI ticketing systems like Kapture are typically faster to deploy than custom-built solutions. Teams often start with core channels, routing, and SLAs, then phase in AI, self-service, and advanced workflows to see value quickly while refining processes.