Resolve customer issues across every channel with full account context — entitlements, contracts and per-customer SLAs — and AI-drafted replies that an agent always approves.
Customer Service Management connects accounts, contacts, entitlements and cases so agents see the full relationship — not just the ticket in front of them. Entitlements and contracts drive which SLA applies, so your best customers get the response they paid for.
The Customer-Draft Agent reads the case and surfaces similar resolved cases, then drafts a reply grounded in your knowledge — leaving the agent to review, refine and send. Nothing reaches a customer without a human in the loop.
Email, portal, chat and API converge into one case record with a unified timeline and full history.
Per-customer entitlements determine response targets, so gold-tier accounts get gold-tier clocks automatically.
Accounts, contacts, contracts and open cases in one place — agents act with the entire relationship in context.
AI drafts answers from your knowledge base and similar cases; agents approve before anything is sent.
Skills- and tier-based assignment with escalation paths that fire on SLA risk.
Spot at-risk accounts and recurring issues early, and turn resolved cases into self-service knowledge.
Every process is a configurable state machine — built visually, governed by approvals and SLAs, with no code.
Case opened from any channel, matched to its account and entitlement, SLA assigned by tier.
Categorized and routed to the right team; similar cases surfaced for the agent.
Customer-Draft Agent proposes a grounded reply; agent reviews, edits and responds.
Solution captured, knowledge candidate created, customer asked to confirm.
Confirmed, CSAT captured, outcome rolled into account history and reporting.
Specialist agents work this module with business context and the exact permissions of a human in the role — planning, retrieving grounded context, and acting through governed tools under human-in-the-loop control.
Meet the agents →Drafts agent-approved customer replies and suggests similar resolved cases.
Condenses long case threads for handoff and escalation.
Promotes recurring resolutions into public self-service articles.
Entitlements drive response targets automatically — no manual tier lookups, no missed commitments.
Grounded AI drafts speed agents up while keeping a human firmly in control of the customer relationship.
Resolved cases become knowledge, cutting repeat contacts and raising self-service rates.
No. The Customer-Draft Agent runs at 'suggest' autonomy — it only drafts. An agent reviews and sends every reply.
Entitlements link accounts to response targets. When a case opens, the matching entitlement sets the SLA automatically.
Yes. CSM and ITSM share the same task core, so a customer case can spawn or link to an internal incident with full traceability.
Customer Service Management shares the same metadata core as the rest of Zyvark One, so it connects natively to:
Incidents, problems, change & CAB, catalog and knowledge — with impact×urgency priority and live SLAs.
Versioned repository with e-sign, template generation and an ACL-respecting RAG pipeline for AI Q&A.
Confidential, PII-scoped case management and lifecycle journeys that orchestrate IT, assets and access.
Explore a fully-seeded demo tenant — live records, SLAs, agents and the Control Tower, all on one metadata core.