AI that resolves tickets,
not just answers questions
Connect your helpdesk. BeforeQuery drafts replies inside Zendesk, Freshdesk, Front, Jira Service Management, Linear, and Salesforce — grounded in your knowledge base. Deflect tickets before they reach an agent, auto-triage the ones that do, and test with simulation mode before going live.
Every layer of the support workflow
From deflection before a ticket is filed to copilot drafts inside your agents' queue
Helpdesk Integrations
6 platforms- Zendesk — native app, works in Agent Workspace
- Freshdesk — AI copilot in the reply composer
- Front — drafts inside Front conversations
- Jira Service Management — AI in the queue view
- Linear — triage and draft for issue queues
- Salesforce Service Cloud — answer drafts in Case view
Ticket Deflection
Before it reaches an agent- Confidence threshold: only deflect when AI is sure
- Auto-resolve low-complexity tickets end-to-end
- Fallback to human agent when confidence is below threshold
- Usage-based metering tracks resolved and deflected counts
- Customizable deflection message and escalation path
- Real-time deflection rate in analytics dashboard
AI Copilot
In-agent experience- Draft replies surfaced inline in your helpdesk UI
- Cited from your knowledge base, not model memory
- One-click insert or edit before sending
- Agent can accept, discard, or regenerate drafts
- Tracks which sources were used per draft
- Per-project persona and tone applied to every draft
Works inside the tools your team already uses
No context-switching. Agents get AI drafts right where they work.
Zendesk
Native Zendesk app. Copilot drafts appear in Agent Workspace alongside the ticket.
Freshdesk
Inline draft composer panel. Works in all Freshdesk ticket views.
Front
AI drafts inside the Front conversation thread. One-click insert.
Jira Service Management
Draft replies and auto-triage labels directly in the Jira queue.
Linear
AI drafts for issue responses. Auto-label and assign based on content.
Salesforce Service Cloud
Einstein-compatible draft panel in the Case Lightning component.
Test on real tickets before going live
Before enabling auto-resolve in production, run simulation mode against your historical ticket archive. BeforeQuery answers every past ticket and shows you what it would have sent — so you can review quality, calibrate confidence thresholds, and approve the rollout with full confidence.
- Import historical tickets from any supported helpdesk
- Run AI answers against your current knowledge base
- Review answers and citation quality ticket by ticket
- Set confidence threshold before enabling live deflection
- Export simulation report for internal review
- Resolved tickets become a knowledge source automatically
Classify and route tickets automatically
BeforeQuery reads the ticket content and applies your custom tags, priority labels, and team routing rules — before a human agent opens it. Define the taxonomy in your project settings. The tagger runs on every new ticket in real time.
- Custom tag taxonomy per project
- Priority classification: low, normal, high, urgent
- Team or queue routing based on topic
- Language detection for multilingual queues
- Sentiment detection for frustrated customers
- Triage audit log for every classification decision
{
"ticket_id": "TKT-8821",
"subject": "API returns 429 on bulk import",
"triage": {
"tags": ["api", "rate-limits", "bulk"],
"priority": "high",
"team": "platform-engineering",
"sentiment": "frustrated",
"language": "en",
"confidence": 0.93
},
"draft_reply": {
"content": "Hi Sarah, bulk import...",
"citations": ["Rate Limiting Guide"]
}
}Frequently Asked Questions
Common questions about BeforeQuery Support Automation
Ready to cut your ticket volume?
Connect your helpdesk and run a simulation on last month's tickets in under an hour.