Aegis overview - Intellikon AI

Aegis is where your team handles support. Your customers raise tickets from their own sign-in to Studio, and you answer them in one place, with the customer’s history beside each conversation. Aegis can suggest a reply for you to edit and send, and it can answer some questions itself. Your own team uses Aegis too, for internal work and for tickets you need Intellikon to look at. Aegis is not a public help desk. There is no public form or email address that creates a ticket. Your customers sign in to Studio to raise and follow their tickets.

How Aegis is laid out

The top of the Aegis dashboard, with a card for each queue and the Open, In progress, Resolved and SLA breached figures.

Area	What you do there
Dashboard	See open tickets, overdue replies and the busiest accounts at a glance.
Queue	Feed, My Work, Inbox, Ops Queue, Intellikon Support and Escalations: find and answer tickets.
Settings	Set how quickly your team must reply, and the categories customers choose from.

Which queue to use

Feed

Use it to spot patterns and alerts across your tickets.

My Work

Use it to work through the tickets assigned to you.

Inbox

Use it to answer the tickets your customers raise.

Ops Queue

Use it for work your own team needs to track as a ticket.

Intellikon Support

Use it when you need Intellikon’s help with Studio itself.

Escalations

Use it to follow the tickets you have passed to Intellikon.

Tickets move through statuses

Open

Raised and waiting for your team.

In progress

Someone is working on it.

Resolved

Your team has closed it.

Resolved by AI

Aegis answered it itself.

Each ticket also has a priority of P1, P2 or P3, with P1 the most urgent. The priority sets how long your team has to reply before the ticket shows BREACHED.

Who can do what

Task	Tenant Owner	Workspace Admin	Workspace Member	Account Admin	User
See the dashboard, Inbox, Ops Queue and Escalations	Yes	Yes	Yes	No	No
Reply to a ticket	Yes	Yes	Yes	Their own	Their own
Write internal notes	Yes	Yes	No	No	No
Read internal notes	Yes	Yes	If allowed in settings	No	No
Escalate a ticket to Intellikon	Yes	Yes	No	No	No
Open Intellikon Support	Yes	Yes	No	No	No
Change Aegis settings	Yes	Yes	View only	No	No
Raise a ticket as a customer	No	No	No	Yes	Yes
See every ticket their own company raised	No	No	No	Yes	No

Account Admins and Users are people at your customers’ companies.

Where to start

Answer customer tickets

Reply, triage and resolve the tickets in your Inbox.

Team tickets and Intellikon

Track your own work and get help from Intellikon.

Dashboard, My Work and Feed

See what needs you today.

Aegis settings

Set reply times and ticket categories.

Vera

Aegis can use a Vera chatbot to answer your team’s questions before they raise a ticket.

Prism

Prism can raise tickets in your Ops Queue from what it spots.

​How Aegis is laid out

​Which queue to use