Overview
skySupport is the AI-Powered Enterprise Helpdesk & Support Ticketing Platform built for Healthcare, Senior Living, and HR organizations, part of the Skypoint AI Suite. Modern support expectations have evolved dramatically. Customers expect instant responses, personalized service, and seamless experiences across every channel. For healthcare and senior living organizations, the stakes are even higher—support interactions directly impact patient outcomes, family trust, and regulatory compliance. skySupport gives organizations a unified, AI-powered platform to deliver exceptional support experiences, resolve issues faster, and ensure every interaction meets the highest standards of care.Why skySupport Delivers Better Outcomes
Faster Resolution Times
AI-powered ticket classification, smart routing, and suggested responses help agents resolve issues faster while maintaining quality and compliance.
Unified Support Intelligence
Manage support channels from one unified workspace with complete customer context and interaction history.
AI-Powered Knowledge & Insights
AI reveals what customers are asking about most, surfaces relevant knowledge base articles, and provides agents with real-time recommendations.
Compliance-Ready by Design
Purpose-built for healthcare and senior living with complete audit trails, data isolation, and access controls to support regulatory requirements.
Key Capabilities
Intelligent Ticket Management
Full lifecycle ticket management with enterprise-grade capabilities:- Email-based intake with automatic ticket creation and threading
- AI classification for automatic categorization, priority, and urgency detection
- Smart routing to the right team based on skills, availability, and workload
- SLA management with configurable policies, escalation rules, and breach alerts
- Business rules including triggers, automations, and macros for consistent handling
- Merge & Split — Combine duplicate tickets into one or split complex tickets into separate child items when work spans multiple teams
- Work Item Relationships — Link tickets with Blocks/Blocked By, Relates To, and Duplicates/Cloned relationships to manage multi-ticket workflows
- Multiple Views — Switch between List, Kanban board, Timeline (Gantt-style), and Calendar views without losing filter or column preferences
- Saved Views — Save custom filter and column combinations as named views for quick access to frequent perspectives like “My Open Critical Items” or “Overdue This Week”
AI-Powered Knowledge Base
Self-service that actually works:| Category | Capabilities |
|---|---|
| Content Management | Hierarchical categories, versioned articles, approval workflows |
| AI Features | Generative search, direct answers with citations, related articles |
| Multi-brand | Separate help centers for different brands or audiences |
Agent Workspace
Everything agents need in one unified interface:- Unified inbox with queue-based ticket views
- Customer context sidebar with full interaction history
- AI-suggested responses for faster, consistent replies
- Internal notes and collaboration for complex issues
- Ticket history with complete audit trail
- @mentions — Tag colleagues in internal notes to loop them in; they receive in-app and email notifications
- Collision Detection — Alerts both agents when two people open the same ticket simultaneously, preventing conflicting updates
- Macros — Admins define one-click action bundles (e.g., set status, add tag, post comment) for consistent, repeatable handling
- Inline Images — Paste, drag-and-drop, or attach images directly in ticket descriptions and comments with full-screen preview
Request Types & Service Catalog
Organized service offerings with a full form builder for complete control over what information is collected:- Categorized services with clear descriptions and SLAs
- Custom request types — Incident, Service Request, Change, Problem, Question, or custom types
- Form builder with Text, Number, Date, Select, Multi-Select, Checkbox, URL, and User Picker fields
- Required/optional fields with default values, field grouping, and form preview before publishing
- Approval workflows for sensitive requests
- Fulfillment tracking from request to completion
Product Modules
Ticketing System
Complete ticket lifecycle management with email-based intake, SLA tracking, and intelligent automation.
Knowledge Base
AI-powered self-service that reduces ticket volume with accurate, relevant answers.
Agent Workspace
Unified workspace with tickets, customer context, AI assistance, and collaboration tools.
Request Types
Organized service offerings with a form builder for custom request types, approval workflows, and fulfillment tracking.
AI Copilot
Intelligent assistance that suggests responses, classifies tickets, summarizes conversations, detects customer sentiment, and powers conversational self-service with configurable AI agents per portal.
Access Management
Role-based access control at platform and portal levels with Owner, Admin, Contributor, Viewer, and Customer roles — plus custom portal roles with granular permission matrices.
Reporting & Analytics
Pre-built reports for Created vs Resolved, SLA Compliance, Agent Performance, Request Type Distribution, Resolution Time, CSAT, and NPS — all with configurable time periods.
CSAT & NPS Surveys
Automatic satisfaction surveys on ticket closure with configurable rating scales. Separate NPS surveys measure customer loyalty per portal. Results tracked per ticket and in reporting.
Contacts & Organizations
Searchable customer directory with organization grouping, email domain auto-association, full ticket history per contact, and volume metrics per organization.
Notifications
In-app and email notifications for assignments, mentions, replies, SLA breaches, and approvals. Per-user channel preferences and customer notification delivery logs.
Multi-Channel Support
Reach customers via web portal, email, SMS, WhatsApp, and voice. Channel availability is configured at the instance level.
Embeddable Help Widget
Lightweight widget for any external website — customers access the Knowledge Base, submit requests, and track tickets without leaving the page. Customizable per portal.
Business Impact
Improve Customer Satisfaction
Faster, more personalized support leads to happier customers and families.
Reduce Operational Costs
AI-powered automation and self-service reduce support workload.
Support Compliance
Audit trails and access controls meet regulatory requirements.
Scale Efficiently
Multi-tenant architecture grows with your organization.
Who Benefits
VP/Director of Customer Support
Improve resolution times and customer satisfaction while reducing agent burnout with AI-assisted workflows.
Healthcare IT Leaders
Support regulatory compliance with complete audit trails, access controls, and data isolation.
HR Directors
Streamline employee support with self-service knowledge bases and automated workflows.
C-Level Executives
Gain visibility into support operations with metrics that connect support performance to business outcomes.
Platform Integration
skySupport is part of Skypoint’s composable platform, connecting seamlessly with:- skyStudio — Unified data management and workflow orchestration
- skyMDM — Master data for accurate customer and patient records
- skyCare — Clinical workflow integration
- skyVoice — Voice AI for phone-based support
- skyChat — Conversational AI across digital channels
- HubSpot — Two-way contact sync, ticket-to-deal association, and property mapping
- SharePoint — Sync SharePoint documentation into the Knowledge Base for AI-powered search