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. The platform reaches beyond the help desk. The same instance runs a workforce lifecycle surface for the people, access, and equipment behind support operations, and acts as the access governance console for the wider Skypoint app suite. Onboarding a caregiver, granting them the applications they need, and issuing their laptop are tracked as service desk work like any other request.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
- Queues that route and assign — Each queue is both a saved, filtered view and a routing target. The first matching queue claims an incoming ticket and assigns it round-robin, least-loaded, skill-based, to a named agent, or to an agent group, with per-agent capacity limits and a fallback when nobody qualifies
- Shift-based assignment — An assignment matrix sends tickets to the group on duty for its shift and business hours, holds tickets that arrive outside coverage, and hands them over when the next shift starts
- SLA management with configurable policies, escalation rules, and breach alerts, plus an optional customer-facing SLA clock so requesters see response and resolution timers on their own tickets
- 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. A merged ticket then behaves as a single ticket: customer replies land on the surviving ticket, the merged copy locks to read-only, and a merge can be undone
- 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”
- Move Between Portals — Relocate a ticket to another portal in the same instance, mapping status, request type, queue, assignee, and custom fields as it moves, with the move recorded in ticket history
- Export — Download every ticket matching the current filters as CSV or Excel, including the portal’s custom fields and a collapsed activity timeline
AI-Powered Knowledge Base
Self-service that actually works:
skySupport extracts intent, context, and urgency from customer questions, helping surface the most relevant content and reducing ticket volume through effective self-service.
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
- Field help text on every built-in and custom field, surfaced as an info tooltip beside the field name on customer request forms
- Approval workflows for sensitive requests
- Fulfillment tracking from request to completion
Workforce Lifecycle & Access Governance
A product switcher in the header moves between the Service Desk and Workforce Lifecycle, two views over the same operational fabric. Workforce Lifecycle manages the people, access, and equipment behind support operations, and every onboarding, department move, and departure materializes as service desk tickets, so the work stays trackable, assignable, and auditable.People & Lifecycle
- People directory covering employees and pre-start hires, with departments, roles, employment records, and reporting lines
- Person profile showing assets held, current access and access history, license seats, and a full activity timeline
- Joiner, mover, and leaver runs that turn onboarding, department moves, and offboarding into a parent ticket with a checklist of child tasks drawn from the department’s ticket templates
- Optional approval gate that holds a lifecycle run until an approver signs off
- Automatic provisioning on a run for application access, license seats, and directory accounts, with matching reclaim on departure
- AI lifecycle suggestions that detect joiner or leaver intent in an inbound ticket and propose the matching run to the agent
- Employee Center where staff see their own profile, access, assets, and onboarding checklist, raise their own access requests, and managers review their team and approve their reports’ requests
Assets & Licenses
- Asset register with tenant-defined asset types, typed attributes, images, and status tracking across in stock, assigned, in repair, and retired
- Asset relationships linking assets to each other and to the person holding them, plus links between assets and the tickets that touch them
- Bulk import and export of assets as CSV
- License register for per-seat and company-wide subscriptions, with seat grants and revocations, renewal dates, and over-allocation reporting
Access Governance
- Applications console listing every registered Skypoint application and who holds which role in it, with grant, edit, and revoke actions from one place
- External connectors that bring non-Skypoint systems, starting with WelcomeHome, into the same console
- Birthright access rules that map a department, role, and conditions to application roles and grant them automatically at onboarding, with bulk import from CSV
- Access request catalog taking a request through approval to automatic fulfillment for application access and license seats
- Access certification campaigns that snapshot who holds what and ask reviewers to attest or revoke, filing a ticket for each revocation
- Separation of duties rules that flag conflicting role combinations and can warn on, or block, an assignment that would create one
- Workforce dashboards and compliance reports covering headcount and lifecycle activity, access holdings, access change history, and license compliance, exportable as CSV, Excel, or PDF
Sector Packs
New instances start from a sector pack — Senior Living, Healthcare and Provider Group, IT, or General — that seeds departments, roles, asset types, and asset attributes appropriate to that industry. Every seeded item stays editable, so tenants customize on top of a governed starting point instead of assembling one by hand.Product Modules
Ticketing System
Complete ticket lifecycle management with email-based intake, SLA tracking, and intelligent automation. New portals can start from an IT, HR, general, or blank template that seeds the matching service groups and request types.
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, Customer, and Customer Admin roles — plus custom portal roles with granular permission matrices. Customer Admins see and publicly comment on every ticket in a portal they belong to; Viewers are strictly read-only.
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. A custom report builder with live preview, date filtering, and a “Ticket list” drill-down block lets teams move from any aggregate straight to the underlying tickets.
Scheduled Reports
Deliver custom and built-in reports to inboxes automatically. Configure cadence, recipients, and rich email content so leaders, ops, and stakeholders get the right view of support performance without logging in.
Integrations API
A comprehensive REST API with bearer-token authentication connects skySupport to external systems for ticket workflows, knowledge base operations, and reporting. Endpoints cover workflow discovery, ticket comments, knowledge base search, and more — enabling end-to-end automation across your stack.
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, email, and Microsoft Teams notifications for assignments, group assignments, mentions, replies, SLA breaches, and approvals. Watchers and distribution lists are notified alongside the assignee, with per-user channel preferences and customer notification delivery logs.
Microsoft Teams
Agents work tickets without leaving Teams. Assignments, replies, and status changes arrive as adaptive cards they can assign, reply to, or add an internal note from; any Teams message can be captured as a ticket or an existing ticket shared into a conversation; and a My Queue tab holds their open work.
Directory Sync
Import users from Microsoft Entra ID or Okta, map directory groups to skySupport and Skypoint app roles, and keep job title, department, manager, and account status in step on a schedule. Accounts are disabled automatically when someone leaves.
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.
IT & Workforce Operations
Run onboarding, moves, and offboarding as tracked work, and see who has access to which application, which assets they hold, and which license seats they consume.
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:- skyData — 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
- Microsoft Teams — Ticket notifications, message-to-ticket capture, and a personal queue inside Teams
- Microsoft Entra ID and Okta — Directory sync for user import, group-to-role mapping, and account enable and disable on lifecycle events
- WelcomeHome — Manage access to the CRM from the same Applications console as Skypoint apps