Support agents interrupt engineers for product answers, dig through Confluence mid-ticket, and give inconsistent responses — because the documentation isn't findable under queue pressure.
Not every customer query is resolved by AI before it reaches a human. When a ticket does reach an agent, how quickly they find the right answer determines handle time, first-contact resolution, and CSAT. SearchSense Assist surfaces the right answer from your documentation in the agent's console before they start typing — without them leaving the ticket.
Already trusted by industry leaders
28%
reduction in average handle time with in-console knowledge
32 hrs
agent knowledge search time saved per day per 20-agent team
↑ CSAT
consistent, cited answers improve satisfaction regardless of agent seniority
Agent knowledge in the console
A detailed look at the problem, its structural cause, and the mechanism by which SearchSense Assist solves it.
01
What's actually happening
A support agent opens a complex ticket about a product compatibility question. They know the answer is in Confluence somewhere — but they can't remember which space. They search Confluence in another tab (3 minutes), find a document that might be relevant, confirm it's the right one (2 more minutes), draft a response (3 minutes). Total handle time: 8 minutes.
02
The structural cause
Support agents work under queue pressure. When the right documentation isn't immediately findable, they make a pragmatic choice: answer from memory, ask a colleague, or spend time searching and slow the queue. None of these are ideal.
03
The mechanism — not just the claim
SearchSense Assist deploys a sidebar widget inside your helpdesk console — Zendesk, Intercom, Freshdesk, HubSpot, or Salesforce Service Cloud. When a ticket opens, Assist automatically surfaces the most relevant answer from your documentation in the sidebar — before the agent starts typing.
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Key capabilities
What SearchSense Assist delivers for this use case.
As a ticket opens, Assist analyses the customer query and surfaces the most relevant answer from your documentation in the agent sidebar — before they start typing.
Agents search the full internal knowledge base without leaving the ticket view — results ranked by relevance to the current query, not alphabetically.
Assist drafts a complete response grounded in your documentation for the agent to review, edit, and send — including the source citation in the draft.
Long threads summarised in three sentences when an agent picks up a ticket mid-stream — full context in seconds, not after reading 40 messages.
When an agent uses a suggested reply, the source citation is included — customers receive cited answers whether the response was automated or agent-written.
Previous tickets with matching intent and their resolutions surfaced in the sidebar — agents learn from what worked for the same query previously.
