Vonics

helpdesk.vonics.ai

Level 1 support with clear knowledge guardrails.

Vonics Helpdesk answers routine support questions, follows approved troubleshooting paths, cites the source it used and escalates when the answer is not in the approved knowledge pack.

Build a helpdesk workflow See the guardrails
Approved sources Level 1 troubleshooting Ticket handoff with evidence
Answer Triage Troubleshoot Cite Escalate Summarise

Positioning

Do not let the assistant improvise support. Give it a box, a script and an escalation path.

Vonics Helpdesk is for repeatable Level 1 work: password resets, device checks, software setup, account questions, outage triage and known troubleshooting trees. If the source is missing, stale or ambiguous, the assistant stops and hands off.

01

Collect the issue

Capture user, product, symptoms, urgency, environment, screenshots or logs, then classify the ticket before a human reads it.

02

Retrieve approved context

Search only selected knowledge packs, runbooks, FAQs, release notes and support articles chosen by the business.

03

Resolve or escalate

Follow the approved troubleshooting steps, then create a ticket handoff with transcript, attempted fixes and cited sources.

First workflows

Give Level 1 the boring work, keep humans for judgment.

1

Password and access

Verify identity steps, guide approved reset paths and escalate account-risk cases.

2

Device troubleshooting

Walk through known checks for internet, headset, softphone, printer, POS or app setup.

3

Software support

Answer setup and usage questions from product docs, internal runbooks and release notes.

4

Outage triage

Check known status context, group related reports and hand over an evidence-backed incident summary.

Knowledge guardrails

The assistant can only answer from the sources you approve.

Every helpdesk workflow should make the guardrails visible: what sources are allowed, what actions are permitted, when confidence is too low and what must be escalated.

1

Approved knowledge packs

Use named collections such as product docs, internal runbooks, FAQs, warranties, onboarding guides and outage notes.

2

Cited answers

Return the answer with the article, section, version or document reference used to produce it.

3

No-source stop rule

If the answer is not found, conflicts with another source or needs judgement, the assistant escalates instead of guessing.

Connector map

Plug into the places support knowledge and tickets already live.

The first build can start with uploaded knowledge packs and ticket handoff, then move into direct helpdesk and document connectors as demand proves the path.

Knowledge packsApproved PDFs, docs, URLs, FAQs, runbooks and release notes.
Microsoft 365SharePoint, mailbox and Teams handoff patterns.
Google WorkspaceDrive, Docs and calendar-based support operations.
ZendeskRoadmap: ticket create/update, user lookup and macro-aware handoff.
Jira Service ManagementRoadmap: requests, queues, assets and escalation rules.
FreshdeskRoadmap: contact lookup, ticket actions and knowledge article sync.
ConfluenceRoadmap: spaces, pages and versioned troubleshooting runbooks.
SharePoint KnowledgeRoadmap: approved folders and controlled document sync.
Google Drive KnowledgeRoadmap: approved Drive folders for support knowledge guardrails.
Webhook / APIAvailable bridge for ticket creation, escalation and audit events.

Partner names and logos are used for identification of integration targets only. Connector status does not imply endorsement, certification or formal partnership unless stated in writing.

Core packages

Same four Vonics packages, with knowledge guardrails included in the workflow design.

Choose by workflow count and integration count. Larger knowledge migration, ticketing connector builds and governance reviews remain separate or quoted.

Starter

For one bounded support workflow and an approved knowledge handoff.

$79/mo
  • 1 workflow + 2 integrations = $79/mo
  • Approved-source answer boundary
  • Email or Teams escalation path
Discuss Starter

Growth

For multiple support categories and richer ticket handoff.

$249/mo
  • 5 workflows + 5 integrations = $249/mo
  • Knowledge pack versioning
  • Ticket summaries, citations and handoff
Discuss Growth

Operations

For larger teams with outages, product support and governance needs.

$690/mo
  • 20 workflows + 15 integrations = $690/mo
  • Escalation and approval rules
  • Audit and review reporting
Discuss Operations

Enterprise

For Zendesk, Jira Service Management, Freshdesk or custom helpdesk APIs.

Custom
  • Custom workflows + custom integrations = quoted
  • Knowledge sync and access model
  • Ticket workflow integration
Contact sales

Animated helpdesk pitches

Level 1 support that knows when to stop.

Short scenarios in the Vonics cartoon illustration style, with subtitles for silent viewing.

Password and access

Guide routine support without inventing answers outside the approved process.

Vonics checks the selected knowledge pack.Identity and risk steps stay explicit.Ambiguous cases escalate to a human.

Device troubleshooting

Handle repeatable checks and leave Level 2 with real evidence.

The assistant follows the approved troubleshooting tree.Attempted fixes are recorded.The ticket carries symptoms, environment and next step.

No-source escalation

Use the guardrail as a strength: stop, cite the gap and hand off.

Vonics searches only approved sources.Missing or conflicting answers are not improvised.The escalation includes the exact gap.

Helpdesk FAQ

Questions before automating Level 1 support.

Can answers stay inside approved knowledge?

Yes. Vonics Helpdesk can be scoped around selected knowledge packs, runbooks, FAQs and escalation rules.

What happens when the answer is missing?

The workflow should escalate, create a ticket or hand off to a person with the question and transcript attached.

Can it connect to ticketing tools?

Yes. Start with webhook or API handoff, then scope direct paths such as Zendesk, Jira Service Management or Freshdesk.