The desk where customers report what’s broken, ask how something works or request a service — and where that work either gets answered or becomes a Bolt. When the Bolt ships, the ticket comes back to you to confirm with the customer. No manual relay.
By portal, email, Slack or the widget inside your product — pre-filled with who the customer is, which account and what they were looking at. The SLA clock starts, in your business hours.
Severity from your matrix with the row it matched, duplicates and known issues found, and a first response drafted to your standards. You decide how much it may do on its own.
One click creates a bug or feedback Bolt with the evidence pack as its intent document. Several tickets can link to one Bolt; engineers see the customer impact on the board.
Linked tickets move to “fix available — please confirm”, the release-note agent drafts the customer message, and the knowledge agent captures the article.
Desks, ticket types, custom fields, request catalogs, SLA policies, business-hour calendars, task checklists and knowledge collections are all yours to shape. Start from a template — SaaS support, Enterprise SaaS (Standard/Premium), Managed services / EOR, Internal IT or Internal HR — and take your first ticket the same day.
First response, next update and resolution, paused while you wait on the customer, warned at 75% and escalated on breach — measured from events, never hand-entered.
Plan tags drive the SLA, emergency contacts can raise Sev 1 out of hours, and company admins see their whole company’s tickets.
Forms, approvals by company admins or named approvers, and fulfillment checklists assigned the moment a request is approved.
Hybrid search for agents and customers, an article drafted from every ticket closed without one, a monthly gap report and a help center with llms.txt.
Ten agents from the Tier 0 answer bot to the release-note writer, on Anthropic, OpenAI, xAI, Azure or any compatible endpoint — bring your own key.
Shadow → copilot → autonomous, per agent and category, with promotion evidence, hard gates for money, security and legal, and automatic demotion.
Context connectors call your own MCP tools, read-only and scoped to the ticket’s company, and every call is logged.
Deflection, verified AI resolution, first response, SLA attainment, time to workaround, fix-to-confirm, knowledge gaps, CSAT and cost per ticket.
A documented REST API, boltops_desk_* MCP tools for your agents, and signed webhooks for every ticket event.
A confirmed resolution is a ticket the AI resolved with no escalation, where the customer confirmed it is fixed and the output check passed. Silence is not a confirmation. You pay for outcomes, not tokens.
Join engineering teams that have replaced sprint ceremonies with AI-orchestrated workflows.