Requester picks a department and sees the matching knowledge base first
Service CRM · Service Desk
Self-Service Intake
The requester finds the answer before it becomes a ticket
app.quipcom.ai
In detail
What Self-Service Intake does
Part of Service Desk in QuipCRM — Service CRM. One screen per ticket: the queue, the whole conversation, and the AI that reads both.
A ticket is only filed if the existing answer does not resolve it
Department selection also seeds the category the ticket is created with
Where it fits
Everything an agent needs, on one screen
Self-Service Intake is 8 of 9 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
Self-Service Intake supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Who uses it
Who works with Self-Service Intake
Requester
Raise, track and reopen their own tickets; answer the CSAT survey.
- Answers from the knowledge base before filing
- A ticket they can track and reopen
- A short CSAT survey once it is resolved
Bring one real support queue.
We’ll set up your categories, SLA tiers and escalation live, and show QuipAI drafting replies on sample tickets.