AI-Native ITSM. Built for
MSPs, IT Teams &
Growing Enterprises.
Resolve faster. Deflect more. Measure everything. AI intelligence embedded into every stage of the ticket lifecycle — not bolted on.
Your Help-Desk Is Costing You
More Than You Think
Manual processes, poor routing, and absent self-service are quietly eroding margins, breaching SLAs, and frustrating customers.
70% of Agent Time Wasted
Repetitive, low-value tasks consume the majority of agent hours — leaving no capacity for complex issues or proactive work.
Tickets Routed Incorrectly
Manual triage sends tickets to the wrong team, causing delays, escalations, and SLA breaches that damage client trust.
No Real-Time Visibility
Without live dashboards, managers cannot track team performance, SLA health, or emerging bottlenecks before they become crises.
Self-Service Falls Short
Customers expect instant answers. A portal without AI search or deflection only adds friction — and creates more tickets.
Not AI-Enabled.
AI-Native.
Every ticket is auto-classified on arrival, routed to the correct team, and enriched with AI-drafted replies. Your portal AI deflects 40–60% before tickets are even created.
Created
AI classifies and routes on arrival — no manual triage required.
Triaged
AI drafts a reply; agent reviews and sends with one click.
Routed
Automatically sent to the correct team based on type and capacity.
Resolved
AI suggests a relevant KB article; correction becomes a training example.
Closed
SLA and CSAT tracked automatically. Report exported instantly.
Purpose-Built AI
At Every Layer
Autonomous Triage Agent
A 7-step agentic loop handles classification, routing, and reply drafting — without human intervention on routine tickets.
Agent Copilot
Real-time KB suggestions as agents type, with one-click reply drafts that cut response time by up to 45 seconds per ticket.
Message Improver
Rewrite any message in 5 styles: Professional, Concise, Friendly, Detailed, or Grammar Fix — instantly.
Sentiment Escalation
Frustrated customer detected? Priority raised automatically. No angry customer left waiting.
Multi-Profile AI Bots
Different AI personas for different client types — ensuring tone, knowledge, and escalation paths match each relationship.
KB Gap Analysis
AI identifies topics with no KB articles every week, so your self-service grows smarter over time.
Auto-Generate KB Articles
AI drafts knowledge base articles from every resolved ticket — turning solutions into searchable content automatically.
Admin AI Intelligence
Weekly trend reports, anomaly detection, and SLA forecasts delivered directly to management.
Ticketing, ITSM & Operations.
No Tool Sprawl.
Ticketing
- Multi-source intake (email, portal, API)
- Parent/child tickets & bulk actions
- Custom fields & ticket templates
- Macros & canned responses
ITSM
- Change & Problem Management
- Asset Registry & Service Catalogue
- SLA Policies & escalation rules
- On-call schedules & rotations
Operations
- Time tracking + billing integration
- CSAT surveys & NPS tracking
- Escalation policies & automation rules
- Immutable audit logs
A Portal Your Clients
Will Actually Use
- Custom domain per client (support.yourclient.com)
- Full white-label branding — logo, colours, favicon
- OTP passwordless login — no passwords to forget
- AI chat widget deflects 40–60% before ticket creation
- Ticket submission, tracking, and real-time replies
- Knowledge base with semantic AI search
- Portal announcements for maintenance and known issues
Each client sees only their own brand — never yours. Every tenant gets a fully isolated, branded experience with their own AI bot, custom domain, and knowledge base.
OTP passwordless login eliminates the most common support friction: forgotten credentials.
Built for MSPs Who
Bill by the Hour
Time tracking and billing are native to Skifin HelpMe — not an add-on. Track every minute, apply the right rate, and invoice in seconds.
Timer Widget
Start, pause, and stop timers directly from any ticket. States: Idle → Running → Paused. Rate snapshot captured at stop time — billing is immune to future config changes.
Rate Hierarchy
Flexible rate application: Ticket override → Agent rate → Role rate → Tenant default. Every engagement billed accurately, automatically.
Billing Reports
Billable hours, billable amount, and breakdown by client, agent, and category. CSV export ready for instant invoicing.
Connect Everything.
Automate the Rest.
Inbound/outbound threading across multiple channels. Supports Gmail, Postmark, and custom SMTP configurations.
Webhooks
12 event types, HMAC-signed for security. Native integrations with Zapier, Make, n8n, Slack, and Microsoft Teams.
Voice AI
Twilio + LiveKit + OpenAI Realtime. Full IVR, live transcripts, and searchable call logs — built in, not bolted on.
Screen Share + RDC
Built-in screen share with Gemini AI vision analysis. Deep-link integration with Zoho Assist and TeamViewer.
Dashboards That Prove
Your Team's Value
Five purpose-built dashboard views give managers instant visibility — with every report exportable as CSV.
Overview
Volume trends, backlog status, and ticket distribution — a single-pane view of operational health.
Agent Performance
Response times, resolution rates, and CSAT scores broken down per agent for targeted coaching.
SLA Compliance
Percentage within targets, active breach list, and trend line showing improvement over time.
CSAT
Satisfaction score, verbatim comment feed, and 30-day trend to track sentiment trajectory.
Time Tracking
Hours logged, billable vs non-billable split, and breakdown by client, agent, and category.
Enterprise-Grade Security.
From Day One.
Every tenant is fully isolated, every action logged, and every integration authenticated.
Access Control
- 6 RBAC roles + custom roles
- MFA via TOTP
- SSO via Google
- Scoped API key management
Data Protection
- Multi-tenant RLS — zero data leakage
- Immutable audit logs
- GDPR right-to-erasure
- Data subject request tools
Secure Communications
- HMAC-signed webhooks
- JWT auth with refresh rotation
- Communication consent matrix
- Quiet hours per user
What IT leaders ask us.
Ready to Resolve Faster?
Bring your team to a live demo. We'll show AI triage, portal deflection, and billing in under 30 minutes.
helpme.skifin.com · contact@skifin.com · A SKIFIN product