Every other platform claims their AI resolves tickets. We are the only one that writes every resolution to an auditable ledger, flags false fixes within 48 hours, and shows your finance team exactly what the AI cost.
GlobalProtect firmware rolled back. Stable for 30+ minutes. Callback confirmed with customer.
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Built for modern IT teams and managed service providers
The platform
Most tools stop at classification. Fixly goes the whole distance — ingest, classify, resolve, verify, and learn — on every channel you use today.
Every incoming ticket gets category, priority, sentiment, and routing — with confidence scores, not guesses.
Autonomous agents analyse, draft step-by-step fixes, and reply in your brand voice — with human approval gates.
Every resolution is written to the Ledger. If the same customer re-files within 48 hours, it auto-marks not fixed.
Root-cause analysis, pattern detection, and drift-aware KB generation. Your ticket stream becomes institutional memory.
Three agents, one mission
Fixly agents aren't chatbots. They read the ticket, check the knowledge base, look up similar past resolutions, and propose a fix — with evidence attached. Toggle them on or off per queue.
Analyses the ticket, identifies the root cause, and generates step-by-step instructions with a confidence score.
Auto-classifies, routes to the right team, assesses urgency and business impact, and flags security concerns.
Drafts professional, empathetic customer replies with clear next steps. Human-approved before sending.
Run them your way
Run any agent on a single ticket — useful for spot-checks and testing.
Across selected tickets, the full open queue, or all unresolved — with a confidence threshold.
Fire automatically via the rule engine — new P1? Triage. New VPN ticket? Resolution.
Four channels, one queue
Voice, email, chat, and every helpdesk you are already on — unified into a single auditable ticket stream.
A branded phone number takes inbound support calls. The voice agent captures the issue, confirms priority, and opens a ticket before the caller hangs up. On resolution, it calls them back to confirm.
Any support inbox becomes a ticket stream — forward once, done. Replies thread correctly so customer back-and-forth stays on one ticket.
A conversational agent trained on your tickets and knowledge base. Answers in seconds, escalates gracefully when out of depth.
Already on another platform? Pull those tickets into Fixly without changing how customers submit. Replies go back out the same way.
Automations
A full rule engine with template interpolation, five team assignment strategies, SLA policies with live countdowns, and custom fields — all configurable from the admin UI without a developer.
Trigger → conditions → actions. Fire on ticket created, updated, commented, or SLA breach. Notify Slack, assign teams, apply SLA, draft notes, trigger agents.
Five strategies: manual, round-robin, least-busy, skill-based, AI-recommended. Skills map automatically to ticket categories.
First-response and resolution deadlines per priority and category. Live countdown chips on every ticket — green, amber, red.
Text, select, date, boolean, URL, email, multi-select. Define per organisation, shown on the ticket form and detail page.
Fire the Triage, Resolution, or Response agent when a rule matches. No manual babysitting.
Organisation-wide reply templates for common issues. Mark as public or internal.
The Trust Layer
Four features every incumbent refuses to ship. Each one lowers their revenue. We built them anyway.
Honest Resolution Ledger
Each resolution writes an auditable row with evidence, resolver, and the customer's last message. If the same customer re-files within 48 hours, we automatically mark it not resolved.
Proactive Outage Broadcast
When pattern detection spots a ticket spike, we draft the status-page post, email to affected users, and Slack update. One click publishes all three.
KB Drift Watchdog
When a human resolution contradicts a published article, we flag it and draft the update. Side-by-side diff, one-click to apply. Stops the #1 reason self-service fails.
Outcome-Based Billing
Every AI touch is logged with tokens, cost, and a comparable number for what competitors would have charged for the same resolutions. Export it.
Insights
Classification is table stakes. What your support team actually needs is pattern, cause, and forecast.
Identifies underlying causes across your whole corpus, groups affected tickets per cause, tags severity and category.
IT Health Score, trending issues with direction indicators, anomaly detection, and predictive forecasts with confidence.
MTTR, resolution rate, volume, open load — across time ranges and per source. Natural-language query interface.
AI-drafted articles from your resolved tickets. Auto-categorised, tagged, and kept honest by the KB Drift Watchdog.
Every ticket across every channel, ranked by recency. Status icons, priority badges, relative timestamps.
No black boxes. Every AI output carries a confidence score and a reason.
Fixly is the IT support platform your audit team will actually trust. Start today.