Knowledge Steward
out of the boxKeeps the support knowledge base current and consistent.
Support (ITSM)
A support desk on SLA: incidents, knowledge base and dashboards.
Solution overview
One governed process instead of fragmented work
ITSM brings employee and customer requests into one queue with priorities, owners and SLA. The Support agent classifies requests and uses the knowledge base while the support team sees workload, deadlines and service quality.
The solution brings people, documents, routes and execution control into one governed digital flow. AI agents work inside the process: they help prepare materials, track status and drive work to completion — with clear access rights and a complete action history.
Solution interface
What the solution looks like in d8n.ai
The real d8n.ai interface: the work queue and documents for this solution.
Pain we solve
- Tickets get lost in mail and chats
- SLA is not tracked
- The same questions over and over
What d8n gives
- One incident flow with SLA
- Knowledge base and auto-replies
- Load and quality dashboards
How it works
- 1
A ticket is registered
- 2
Routing and SLA control
- 3
The fix is saved to the knowledge base
Live scenario
See the solution against your own workflow
In 20 minutes we will show a document or request from start to outcome, the AI agent at work and the manager control points. No generic deck — just the process you selected.
AI agents in this solution
d8n is a native AI platform: agents are built into the process and take actions.
Who benefits
Support, IT, service managers
What USP is and how to enable solutions
d8n is the software, and every rollout needs tuning to a specific company: its regulations, roles, routes and integrations. The d8n team handles this under the USP — Unlimited Services Package: a subscription where we build processes, tune solutions and train AI agents — with no spec for every change. To enable any catalog solution and adapt it, you need a package from USP Standart and above.
What is USP →Frequently asked questions
Is ITSM included in the base license?
The ITSM solution is enabled through the USP subscription: ticket categories, SLA rules and escalation routes are tailored to your support desk. The base Support agent is included in the Enterprise Edition subscription — the USP solution builds a full service desk around it.
How is SLA tracked across tickets?
Every ticket is registered in a single flow and gets an SLA timer for its category. The system routes the ticket, reminds before the deadline and escalates overdue items. Dashboards show support load, speed and quality in real time.
Can AI answer routine tickets on its own?
Yes. The Support agent triages tickets, replies from the knowledge base and tracks SLA; complex cases become structured requests for specialists. We proved it on ourselves: we moved d8n’s own support to the agent — the support headcount went down 70%, and people switched to complex tasks.
Where does the agent take answers from, and how does the knowledge base stay current?
Answers come from your knowledge base: resolutions are recorded there as tickets are closed, and the platform Knowledge Steward keeps articles current and consistent. The longer the desk runs, the fewer repeat questions reach humans.
Discuss your workflow
Request a callback — we build it for you
We will explain USP, scope the work and enable the right solutions and integrations for your company.
- Reply within one business day
- Show the selected process in a live scenario
- Scope the rollout without a generic sales deck
