PRODUCTS
SUPPORTOS
SupportOS
BY Nehlum
AI SUPPORT EMPLOYEE
SupportOS: AI Complaint Management and Support Ticketing
SupportOS watches every inbox in your company. It catches complaints, refund requests, cancellations and angry replies the moment they arrive. Then it turns each one into a ticket, routes it to the right team, and escalates it to management if it isn't resolved in time. Every issue caught. Every customer answered.
- Detects issues
- Scores anger
- Creates tickets
- Routes to the right team
- Escalates on time
- Your team resolves
01THE PROBLEM
Somewhere in your inboxes, a customer is losing patience right now.
Answer five questions about your team. The meter shows how many customers you could be losing because an issue was missed, sent to the wrong person, or answered too late.
How long does an angry customer wait before anyone replies?
Who owns this complaint, and does anyone actually know?
How many refund requests and cancellations turned into lost customers because nobody acted in time?
Does management hear about serious issues before the customer goes public?
Customers at risk every month
- Revenue at risk
- Issues slipping through
- Angry customer waits
- Management finds out after
Illustrative estimate.
How we calculate
- Slipping = issues × % with no clear owner
- At risk = slipping × % that leave
- Revenue = at risk × customer value
What if every complaint became a ticket the moment it arrived?
What if management heard about serious issues before the customer had to shout?
02THE SOLUTION
Meet your AI support employee.
SupportOS connects to your company's email environment. Wherever a customer issue lands (shared mailboxes, branch inboxes or an employee's personal inbox), it is caught, understood, ticketed and owned.
-
01
Issue detected
AI reads every incoming email and recognises complaints, refund requests, cancellations, frustrations and service requests, and ignores newsletters and internal chatter.
-
02
Classified & scored
Issue type, customer, order/invoice references and amounts are extracted. Sentiment is scored, so angry customers jump the queue.
-
03
Ticket created
A complete ticket appears on the SupportOS board. Nobody retypes anything.
-
04
Routed to the right team
Billing, Logistics, Customer Care, Retention or Technical, based on your routing rules.
-
05
Customer acknowledged
The customer instantly receives a ticket number. An AI-drafted reply waits for your agent to approve.
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06
Tracked & escalated
SLA timers run. If the ticket isn't resolved in time, it moves up your escalation matrix to management.
03SEE IT WORK
Eleven emails in. Ten tickets out. Every one routed to the right team.
This is a real-looking support inbox. Click any email to watch SupportOS read it, score the customer's mood, create the ticket and send it to the right team. Or press the button and let it clear the whole inbox.
- 10Tickets created
- 3Angry customers flagged
- 10Customers acknowledged
- 8 secAvg. email → ticket · Illustrative
Shared inboxes0 unread
Customer Care2
Billing & Refunds2
Logistics & Delivery2
Retention2
Technical & Service2
Click an email in the inbox to see what SupportOS extracts.
Extracted from email · SUP-4826
- Customer
- Nora · Al Safa Clinics
- Issue type
- Repeat complaint
- Asset
- Cold room
- Site
- Branch 2
- History
- 3rd request
- Priority
- Critical
- Routed to
- Technical & Service
Customer mood · Angry 91%
This is the third time I am asking. The cold room at Branch 2 is still not repaired and we are losing stock.
Auto-acknowledgement sent: We've received your message. Your ticket number is SUP-4826.
Edit the text first if you like
04ESCALATION MATRIX
If it isn't resolved in time, the right people hear about it.
Every ticket gets a severity and a clock. Pick a ticket and press Start. As time passes without a resolution, SupportOS moves it up your escalation matrix. Press Resolve at any point to see how far it would have gone.
SUP-4826CriticalRepeat complaint, cold room still broken
5h 00msince ticket created
First reply SLA passed. Agent reminded
Sample matrix · configurable- L1 · AGENTSara A.Assigned instantly
- L2 · TEAM LEADFahad K.after 1 h
- L3 · DEPT. MANAGERRania M.after 2 h
- L4 · MANAGEMENTGeneral Managerafter 4 h
| Severity | First reply SLA | L2 Team lead | L3 Department manager | L4 Management |
|---|---|---|---|---|
| Critical | 30 min | after 1 h | after 2 h | after 4 h |
| High | 2 h | after 4 h | after 8 h | after 24 h |
| Medium | 8 h | after 24 h | after 48 h | — |
| Low | 24 h | after 48 h | — | — |
Times count from when the ticket was created, while it remains unresolved.
Clock stopped at 5h 00m. Press Resolve to close the ticket
Escalated to management: the General Manager alerted and ticket added to the daily escalation report
Escalated to L3: Rania M. (department manager) notified. Still unresolved after 2 h
Escalated to L2: Fahad K. (team lead) notified. Still unresolved after 1 h
First reply SLA reached at 30 min: agent reminded
Assigned to Sara A. instantly · customer acknowledged
What severity means
- Critical
- Angry customer (sentiment ≥ 75%), cancellation or churn risk, repeat complaint, or a legal/public threat.
- High
- Refunds, billing errors, delivery failures.
- Medium
- Technical or service issues.
- Low
- General requests.
Every L4 escalation also lands in the management's daily escalation report.
05CAPABILITIES
Everything your support desk should catch, caught automatically.
- Complaints
- Angry replies
- Refund requests
- Order cancellations
- Contract cancellations
- Billing errors
- Duplicate charges
- Delivery delays
- Wrong or damaged items
- Repeat complaints
- Churn signals
- Service requests
- Technical issues
- Staff behaviour complaints
Watches every inbox
Shared, department, branch and individual mailboxes.
Understands customer issues
Classifies issue type and filters out noise.
Sentiment & anger scoring
Angry and at-risk customers rise to the top.
Automatic tickets
A complete ticket on the SupportOS board, with all details extracted.
Smart routing
The right team, every time, based on your rules.
Instant acknowledgement
The customer gets a ticket number in seconds.
AI-drafted replies
Agents review, edit and send in one click.
SLA timers & escalation matrix
On-time replies, and management alerted when it matters.
06BEFORE / AFTER
Core pain. AI action. Human outcome.
Switch to "With SupportOS" to see what changes for your team and what management sees every morning.
| Core pain | AI action | Human outcome |
|---|---|---|
| Complaints buried in inboxes | AI watches every inbox | Nothing missed |
| Issues hidden in long emails | AI detects & classifies | Right issue type |
| Angry customers wait in line | AI scores sentiment | Urgent cases first |
| Tickets typed by hand | AI creates the ticket | No retyping |
| Nobody owns the issue | AI routes to the right team | Clear ownership |
| Customer hears nothing | AI acknowledges instantly | Customer reassured |
| Slow, repetitive replies | AI drafts the reply | Faster responses |
| Deadlines quietly missed | SLA timers & alerts | Replies on time |
| Management finds out last | Escalation matrix | Management informed early |
| Resolving the issue | Nothing to automate | Your team resolves |
Daily escalation reportTo: management · 08:00
- Open tickets42
- Critical / escalated3
- Replied within SLA94%
Top issue reasons this week
Customer mood this week
Illustrative
Management sees nothing.
Issues live in personal inboxes. Nobody can tell how many there are, who owns them, or which customers are about to leave.
07WHO IT'S FOR
Built for every business that hears from customers by email.
Logistics & Freight
Delivery delays, damaged cargo, wrong shipments and billing disputes, routed to operations or finance in seconds.
Sample customer email
“Shipment SHP-7781 arrived with the wrong items.”
Retail & E-commerce
Order problems, refunds and cancellations caught before the customer leaves a review.
Sample customer email
“Order #4471 still not delivered, I want a refund.”
Healthcare & Clinics
Service and equipment complaints escalated before they affect patients.
Sample customer email
“Third time asking, the cold room is still not repaired.”
B2B Services & Contracts
Contract cancellations and churn signals sent straight to retention.
Sample customer email
“We are considering moving to another provider.”
Utilities, Telecom & Subscriptions
Billing errors, duplicate charges and outages handled on time, every time.
Sample customer email
“We were charged twice this month.”
08GETTING STARTED
Three steps to go live.
Connect
We connect SupportOS to your email environment.
Configure
We set up your issue types, teams, routing rules, SLAs and escalation matrix.
Go live
Issues become tickets, teams get their queues, and management gets the daily escalation report.
09FAQ
Questions, answered.
What's the difference between SupportOS and InquiryOS?
They use the same email-watching engine. InquiryOS finds sales inquiries and sends them to your CRM. SupportOS finds customer issues (complaints, refunds, cancellations, angry replies) and turns them into tickets with routing and escalation.
Where do the tickets live?
On the SupportOS ticket board, with team queues, SLA timers and management dashboards.
Does SupportOS reply to customers by itself?
It sends an instant acknowledgement with the ticket number. Full replies are drafted by AI and sent by your agent after review.
How does it know a customer is angry?
It scores the sentiment of every message. High anger, repeat complaints, cancellation or churn language raise the priority automatically.
Can we set our own escalation matrix?
Yes. Severities, SLAs, escalation levels, people and timings are all configurable.
Which inboxes can it watch?
Shared mailboxes like support@ and info@, department and branch inboxes, and the individual employee inboxes you authorise.
CATCH · ROUTE · ESCALATE
Every issue caught. Every customer answered.
SupportOS does the catching, sorting and chasing. Your team does the fixing.