Turn support tickets into tested fixes

How Novix gets involved

A new ticket in your connected help desk.

Nothing to type and nobody to remember. Every message on a connected source runs the triage gate as it arrives, whether it came in on a webhook or on the poll.

How the agent handles it

Every message is triaged first
ClassifyDecides whether this is actionable work on your repo and sets its category and severity, setting spam and outside feedback aside without spending anything.
Triage answers three things: what the message is, which of nine areas it concerns, and a severity from 1 to 10. It can raise a priority, never lower one.
Questions and noise stop before investigation
Spam from anybody, and a feature request from a customer, short-circuit before the deep lane is touched. A ticket that is not work costs one triage call and nothing else.
Attachments and teammate summons are preserved
A task carrying an attachment is never spam, and neither is a summons from a member of your workspace. Both are decided in code, so no confidence score reopens them.
Product defects enter the full investigation
DiagnoseThe root-cause investigation: it opens the files it suspects in your repo, then names the cause, a confidence and the areas it affects.
A technical report, or a change a colleague asked for, gets the deep lane with your repository in front of it: up to six model calls, opening the files it suspects before naming them.
A reply somebody can send
RespondWrites the engineering note back to the teammate who raised the task, with the file paths and the specific change said out loud.
Support voice, at most 120 words, with every path, url and identifier stripped out of it. A person reads it and sends it.

What your team gets

A verdict, an area and a severity on every ticket that arrived
A root cause naming files and lines on the ones that are defects
A drafted reply, and a pull request whenever a patch was drafted, ready for review or a draft saying why not

Set aside is not deleted, and a question is not a defect

Spam is hidden from your views and swept after seven days if nobody touches it. A question takes the fast lane at low effort, with no repository listing at all, because there is no defect to go and locate.

Works with

Zendesk
Intercom
Freshdesk
Help Scout
Front
Gorgias

Try it on a real customer problem.

Connect the place reports or product signals already arrive. The same agent takes it from evidence to a tested pull request.

How the agent handles it

Every message is triaged first

Triage answers three things: what the message is, which of nine areas it concerns, and a severity from 1 to 10. It can raise a priority, never lower one.

Questions and noise stop before investigation

Spam from anybody, and a feature request from a customer, short-circuit before the deep lane is touched. A ticket that is not work costs one triage call and nothing else.

Attachments and teammate summons are preserved

A task carrying an attachment is never spam, and neither is a summons from a member of your workspace. Both are decided in code, so no confidence score reopens them.

Product defects enter the full investigation

A technical report, or a change a colleague asked for, gets the deep lane with your repository in front of it: up to six model calls, opening the files it suspects before naming them.

A reply somebody can send

Support voice, at most 120 words, with every path, url and identifier stripped out of it. A person reads it and sends it.