Skip to content
SIPXCloud
esen
SIPX Service Desk

Service desk with tickets, AI and escalation to support

SIPX Service Desk is your company’s service desk inside SIPX Cloud. Users open tickets from SIPX Connect, your internal desk handles them first, and whatever can’t be solved in-house goes to SIPX support with the full history.

Request a demo
  • Tickets from SIPX Connect, email or WhatsApp.
  • AI suggests type, category and priority.
  • Call issues reported with the call and its diagnostics attached.
  • Escalation to SIPX support without retelling the story.

What SIPX Service Desk is

It is a service desk (or help desk) for SIPX Cloud customer companies. Users open a ticket from the “Support” tab in SIPX Connect; the company’s internal desk, made up of its administrator and supervisors, works it in SIPX Admin; and if they can’t solve it, they escalate it to SIPX support along with everything already done.

Your company gains autonomy over its own issues, and SIPX only receives what belongs to SIPX. If you prefer, the internal desk can be turned off so tickets go straight to SIPX. The module is enabled per company.

Who it is for

  • Corporate companies that want an internal service desk alongside their telephony, meetings and Microsoft Teams.
  • IT teams and administrators who need to organize user requests with statuses, priorities and reports.
  • Contact centers and voice-dependent operations that need to report issues with evidence, not vague descriptions.
  • Small and midsize businesses without a dedicated technician that want to escalate to SIPX without losing track.

Key features

Single-page tickets with AI assistance

The user enters a subject and description; AI suggests type, category and priority, and for the agent it summarizes the case and drafts a reply. While the user types, the knowledge base suggests up to five articles and asks “Did this help?”.

  • Statuses: New, In progress, Waiting on customer, Resolved and Closed.
  • Automatic closure 5 days after resolution (with a reminder) and reopening within 7 days, as defaults.
  • Progress bar, “We need your reply” notice and a 1-to-5 satisfaction survey on resolution.
  • Quick requests: administrators are offered to do it themselves in SIPX Admin.

Report an issue from the call history

From the SIPX Connect call history, users report a problem with a specific call. The ticket is created with that call attached and, with consent, an automatic diagnosis: extension registration, recent calls with their SIP code, MOS, packet loss and jitter, and the browser’s state.

Multiple intake channels

Besides SIPX Connect, tickets can arrive by email and WhatsApp through the contact center channels, either with the ticket number (SD-YYYY-NNNNN) or through a channel dedicated to support.

Tools for the internal desk

  • Saved replies, followers and tags.
  • Merging of duplicate tickets, up to 20 into one.
  • Major incidents: 3 or more open tickets for the same service within 2 hours are proposed as an incident; resolving it answers all of its tickets.
  • Attachments in JPG, PNG, PDF, TXT, LOG, DOCX, XLSX, CSV and ZIP by default, up to 10 files of 10 MB.
  • On-call phone alert for critical tickets, with “press 1” to acknowledge.

Diagnosis with SIPX AI Engineer

If the company has the SIPX AI Engineer module, every ticket offers “Diagnose with AI Engineer”: it checks the issue with real evidence and proposes changes that a person approves.

Management reports and service levels

Reports show tickets created and resolved, first response and resolution times (median and P90), service level compliance, satisfaction and reopenings, by type, priority, service and agent. They export to Excel and PDF, and AI provides an analysis based only on aggregated figures.

The first-response target per priority is agreed with each company. The SIPX clock starts when the ticket is escalated.

Integrations

  • SIPX Connect: “Support” tab to open and follow tickets, plus bell notifications.
  • SIPX Admin: internal desk, knowledge base, notifications and reports.
  • Email and WhatsApp through SIPX Contact Center channels.
  • Notifications to Microsoft Teams and Slack, and a signed webhook to Jira, ServiceNow or a CRM.
  • SIPX AI Engineer to diagnose from the ticket.

Requirements

  • The SIPX Service Desk module enabled for the company.
  • Users on SIPX Connect Medium or higher to use the “Support” tab.
  • For email or WhatsApp tickets, the corresponding channels set up in the contact center.
  • For “Diagnose with AI Engineer”, the SIPX AI Engineer module.

How it is implemented

Timelines and scope are defined by an advisor for your case.

  • Meeting with an advisor and a demo with your company’s data.
  • Company onboarding and activation of the Service Desk module by SIPX.
  • Setup in SIPX Admin: internal desk (or direct routing to SIPX), knowledge base, notifications and intake channels.
  • Agreement with SIPX on the first-response target per priority.
  • Go-live: users open tickets from SIPX Connect.

Frequently asked questions

What is SIPX Service Desk?

A service desk where your users open tickets from SIPX Connect; your internal desk handles them first and escalates to SIPX support whatever it can’t solve, with the full history.

Can tickets go straight to SIPX, without an internal desk?

Yes. The internal desk can be turned off so tickets go directly to SIPX support.

Which channels can be used to open tickets?

The “Support” tab in SIPX Connect (Medium or higher), plus email and WhatsApp through the contact center channels. Administrators can also open tickets to SIPX from SIPX Admin.

What does AI do in the service desk?

It suggests ticket type, category and priority, summarizes the case and drafts a reply. In reports, it provides analysis based only on aggregated figures.

How do I report a call that failed?

From the SIPX Connect call history. The ticket is created with that call attached and, with your consent, an automatic diagnosis covering extension registration, SIP codes, MOS, packet loss, jitter and browser state.

What happens when several users report the same problem?

If 3 or more tickets for the same service are opened within 2 hours, they are proposed as a major incident; resolving it answers all of its tickets. Duplicates can also be merged, up to 20 into one.

Does it integrate with Jira, ServiceNow, Teams or Slack?

Yes, through notifications: to Microsoft Teams and Slack, and via a signed webhook to Jira, ServiceNow or a CRM.

What are SIPX support response times?

The first-response target per priority is agreed with each company, and the SIPX clock starts when the ticket is escalated. An advisor defines the terms.

How much does SIPX Service Desk cost?

Pricing is quoted based on users and modules. An advisor will prepare a quote for your case.

Related products

They all share the same users, numbers and data on SIPX Cloud.

See the whole ecosystem
← Back to home
Book a demo

One platform, one provider, one bill.

We’ll show you Connect, the AI-powered IVR, the contact center and the Service Desk running with your company’s data.

  • Nothing to install: it runs in the browser
  • AI included in every product
  • Pay for what you use: Small, Medium or Full