Every ticket becomes a case that closes itself — or arrives briefed.
Settl turns each message, call, email and device alert into one case: the customer, their order or vehicle, every channel they used and everything already tried. The AI works the case end to end where it can, and hands a person a written brief where it can't.
Tickets and cases do the same job. Cases go deeper.
Helpdesks such as Zendesk, Freshdesk, HubSpot and Intercom call each customer request a ticket: a record with a thread, tags and a status. Service platforms built on a CRM — Salesforce Service Cloud, Microsoft Dynamics 365, ServiceNow — call it a case: a record tied to the customer's account and the order or asset it's about, which can gather many conversations and run for days.
Settl works the second way, because real problems rarely fit in one ticket. Call them tickets or cases — whichever your team already says. The record underneath is a case.
One problem, one case — however many doors the customer knocks on.
A customer messages on WhatsApp, posts on X, then calls. When an open case already exists for the same customer, the same order or vehicle and the same issue, the new conversation is linked to it as the master case — not opened a second and third time for three different agents.
- Unified timeline — every channel, every reply and every action in order.
- AI brief — what happened, what was tried, what's next, in four lines.
- Live record — the order, the vehicle's battery and fault codes, the payment, read automatically.
Ten steps from the first message to a graded close.
Every case moves through the same lifecycle, whether the AI handles it alone or hands it to a person halfway. Reads — order status, rider position, vehicle telemetry — run automatically. Writes — refunds, cancellations, credits above your limit — wait for a human's one-click approval, after an identity check, and your backend still enforces its own rules.
SLA breaches predicted, not discovered.
Each open case gets a risk score from what usually predicts a miss, and the high ones come with a recommended move before the clock runs out.
- How much of the SLA window is already used
- Whether anyone owns the case yet
- How many times the customer has followed up
- How long similar cases usually take versus the time left
- The owning team's backlog, and the customer's mood
Closed means closed — with the root cause on record.
A case can't close on a guess. The checklist asks for the issue, the root cause, the action taken, the messages sent, the customer's confirmation, warranty or parts details where hardware was involved, and any follow-up still owed. The AI drafts the closure record from the timeline; a person confirms it.
From a pile of cases to the one pattern that matters.
The command centre shows what was auto-resolved, what needed help and what's at risk — and spots emerging issues across cases, like a firmware version behind a spike in charging faults, so engineering hears about it from data instead of from angry customers.
Assignment that follows the work
Handed-off cases go to the next available agent; route by team and topic.
Open, pending, resolved
The AI resolves what it can; everything else opens in your queue with a reason.
A briefing, not a transcript dump
Why it's with you, what the customer wants, what's known, what they were told.
Intent, sentiment and labels
Every case classified on arrival so queues and reports sort themselves.
Fix it from the case
Remote resets, pickups, refunds, bookings — from the case, with approval where it matters.
Every step on the record
Who did what, when, and on whose approval — the AI included.
Frequently asked
Is a case the same as a ticket?
They do the same job. A ticket usually tracks one request; a case tracks one customer problem, linked to their account and the order or asset involved, and can hold many conversations across channels. Helpdesks such as Zendesk say ticket; Salesforce and ServiceNow say case.
What is AI case management?
It's case management where the AI does the routine work: identifies the customer, reads their live records, merges duplicates, classifies the case, decides the next action, replies, and drafts the closure — leaving people the decisions that need judgement or approval.
What happens when the AI can't resolve a case?
It hands off. The case opens in your queue with an intent label, the customer's sentiment and a briefing note, and is assigned to the next available agent. Nobody has to re-read the thread or ask the customer to repeat themselves.
Can the AI close cases on its own?
Yes, for the intents you allow. Each intent starts in copilot mode and graduates to autonomous once its judge scores hold up. Anything that moves money still waits for a person.
How are duplicate tickets detected?
By identity and subject: the same customer (matched by phone, email, handle or VIN), the same order or vehicle, and the same issue category while a case is still open. The new conversation is linked to that master case.