Tickets resolve
before you see them
Beacon routes every inbound ticket through a proprietary AI agent pipeline — triage, resolution, and escalation happen automatically. Humans handle the exceptions, not the volume.
Built agentic from day one
Most helpdesks bolt AI onto legacy architecture. Beacon was designed around agents from the first line of code. The agent pipeline isn't a feature — it's the foundation. Every ticket, every workflow, every escalation path is built to work with AI-first and humans-second.
Instant Triage
Every ticket classified by category, priority, and type in under 2 seconds. No queue, no waiting, no manual sorting. Agents work on pre-triaged, pre-enriched tickets.
Transparent Decisions
Every AI action logged with confidence scores, token usage, and execution time. Full audit trail for compliance. See exactly what the agent did and why — no black box.
Zendesk Drop-In
Compatible REST API means your existing Zapier zaps, custom scripts, and third-party integrations work immediately. Change the URL, keep everything else.
Four agents. One pipeline.
Every ticket.
When a ticket arrives — via email, widget, or API — it enters the agent pipeline automatically. No configuration required. No rules to write. It just works.
Inbound
Email, widget, API
Triage Agent
Classify, prioritize, enrich
Resolution Agent
Auto-resolve or draft
Escalation Agent
Route & assign
Copilot Agent
Assist human agents
Coming SoonTriage Agent
Runs on every ticket within seconds of creation. Classifies category, priority, and type using our proprietary AI models, then enriches the ticket with tags and a summary. Queries your Candengo knowledge base for relevant context to boost accuracy.
Automatic Classification
Category, priority (low/normal/high/urgent), and type (question/incident/problem/task) assigned in under 2 seconds using proprietary AI models — not regex or keyword matching.
Knowledge-Enriched
Before classifying, the agent queries Candengo Vector for relevant KB articles and resolution guides. Classification is informed by your actual support documentation, not generic training data.
Confidence Scoring
Every classification comes with a confidence score. High confidence triggers auto-resolution. Low confidence routes to humans with the agent's best guess as a starting point.
Tag & Summary Generation
Tickets are auto-tagged for downstream rules and automations. A one-line summary helps human agents scan their queue without reading full ticket bodies.
Resolution Agent
Only runs when triage confidence meets the threshold (default 0.85). Generates a proposed resolution using our AI models + Candengo knowledge context. High-confidence answers auto-reply to the customer and resolve the ticket. Lower confidence drafts an internal note for human review.
Auto-Resolution
When the agent is confident in its answer, it replies directly to the customer, sets the ticket to resolved, and logs the action. Most common questions never need a human.
Human Review Mode
Below the confidence threshold, the agent drafts an internal note with its proposed response. The human agent reviews, edits if needed, and sends — saving 80% of the work.
Candengo-Grounded Answers
Responses are grounded in your knowledge base, not hallucinated. The agent cites specific KB articles and resolution guides, so customers get accurate, consistent answers.
Configurable Threshold
Set the confidence threshold per tenant. Conservative teams set it high (0.95) for near-zero false positives. Aggressive teams set it lower (0.75) for maximum automation.
Hi Sarah,
After the v2.4 update, dashboard access requires a one-time session refresh. Please try the following:
- Log out completely
- Clear your browser cache
- Log back in at dashboard.example.com
If the issue persists, your account may need a permissions re-sync — reply here and we'll escalate immediately.
Grounded in: "Dashboard access after v2.4 migration" (KB-0847)
Escalation Agent
When a ticket needs human attention, the escalation agent routes it to the right team. Category-based group matching with round-robin assignment to the agent with the fewest open tickets. Fair distribution, zero manual routing.
Category-Based Routing
Maps ticket categories to agent groups. Billing tickets go to Finance. Technical issues go to Engineering. Access problems go to IT. No rules to maintain — it follows the category tree.
Round-Robin Assignment
Within each group, tickets are assigned to the agent with the fewest open tickets. Prevents overload on any single person. Falls back to default group if no category match.
SLA-Aware Escalation
Urgent tickets with tight SLAs get prioritized in the routing. If a ticket is about to breach, it routes to the next available agent regardless of queue depth.
Graceful Fallback
If the AI pipeline fails at any step, the ticket still reaches your team. Failures are logged but never block ticket creation. No silent drops.
Copilot Agent
The final piece. When human agents work on escalated tickets, Copilot provides real-time suggestions: draft responses, relevant KB articles, similar resolved tickets, and recommended macros. The agent doesn't replace humans — it makes them faster.
Response Suggestions
As agents type, Copilot generates contextual response drafts based on the ticket history, customer profile, and knowledge base. One click to insert, edit, and send.
Similar Ticket Recall
Surface previously resolved tickets with similar issues. See what worked last time — the resolution, the agent's notes, and the customer's response.
Macro Recommendations
Suggest the right macro for the situation based on ticket context. Apply pre-written responses, tag updates, and status changes with a single action.
Knowledge Surfacing
Proactively surface relevant KB articles as the conversation evolves. Agents don't need to search — the right documentation appears when they need it.
"Hi Sarah, I've re-synced your account permissions. Please try logging in again. If you're still seeing the access error, try..."
Based on KB-0847 + 3 similar ticketsTK-3892 — "Dashboard 403 after update" (resolved by Chris W., 2 days ago)
Apply: "Permission Reset — Post-Update" (sets tags, adds internal note)
Everything you expect from a helpdesk.
And then some.
Beyond the agent pipeline, Beacon is a full-featured helpdesk with SLA management, automation rules, knowledge base, customer portal, and Zendesk-compatible APIs.
SLA Engine
First-reply and resolution targets. Business hours support with holiday exclusions. Timers pause on hold, auto-escalate on breach. Per-priority and per-org policies.
Triggers & Automations
Event-based triggers fire instantly. Time-based automations run on schedule. 20+ condition types, loop prevention, and Zendesk-compatible syntax.
Knowledge Base
Customer-facing KB articles and internal resolution guides. Powered by Candengo Vector for semantic search. Agents query it at runtime — new docs improve AI instantly.
Customer Portal
Branded portal where customers submit tickets, track status, and browse KB articles. Embedded widget for your website. Self-service that actually deflects tickets.
Multi-Tenant at Scale
Row-level tenant isolation on shared infrastructure. 1000+ tenants on a single instance. Role-based access: end-user, agent, admin, super-admin. Full data separation.
Webhooks & Events
Subscribe to ticket.created, ticket.updated, ticket.commented events. Delivery logging with retry. Signature verification. Build any integration you need.
Macros
Templated ticket updates with pre-written responses, tag changes, and status transitions. Supports placeholders for dynamic content. One-click resolution for common issues.
CSAT Surveys
Post-resolution satisfaction surveys. 1-5 star ratings with optional comments. Track per-ticket, per-agent, and per-category. Webhook integration for analytics tools.
Your Zendesk integrations.
Zero changes.
Beacon implements the Zendesk REST API contract. Your existing tools, scripts, and automations keep working — just point them at a new URL.
/api/v2/tickets.json
List tickets with cursor or offset pagination, status filtering, and assignee scoping.
/api/v2/tickets.json
Create tickets with requester, tags, priority, and custom fields. Triggers agent pipeline automatically.
/api/v2/tickets/{id}.json
Update ticket fields and add comments in a single call. Nested comment support included.
/api/v2/search.json
Full-text search with Zendesk query syntax: type:ticket status:open assignee:me
/api/v2/triggers.json
Create event-based triggers with conditions and actions. Same syntax as Zendesk trigger API.
/api/v2/webhooks.json
Subscribe to events with delivery tracking, retry logic, and signature verification.
Let your agents handle the volume
Request early access to Beacon. Bring your Zendesk integrations — they'll work on day one.