Technical support that scales faster than your headcount
SaaS support is documentation-shaped: most questions have a published answer, and the rest need an engineer. Gimiq resolves the first category from your docs with citations, and turns the second into a properly diagnosed escalation instead of a ticket that says 'it's broken'.
- Version-aware answers straight from your docs
- Bugs escalated with logs and repro steps attached
- In-app widget that knows plan, role and account
Where SaaS support quietly leaks time
Rarely one big fire. Usually five small structural problems that compound as the product surface grows.
Docs exist but nobody finds them
The answer is published, indexed and correct — and the customer still opens a ticket because search didn't surface it.
Tier-1 triage is a tax
Agents spend their day asking for browser version, plan tier and repro steps before anyone can look at the actual problem.
Engineers get bad tickets
Escalations arrive without logs, account IDs or a reproducible case, so the first engineering action is always to ask again.
Version drift breaks answers
Customers on three different releases get the same generic answer, and half of them follow steps that no longer apply.
Support is a global rota problem
Enterprise customers expect coverage in their working hours, which means either follow-the-sun hiring or missed SLAs.
Every integration is a new surface
Each connector you ship adds a category of questions your team has to learn before it can answer them.
From documentation to resolved ticket
The knowledge base does the work. Support becomes the loop that keeps it honest.
Index your product knowledge
Docs site, API reference, changelog, internal runbooks and two years of solved tickets — indexed together, with versions preserved.
Answer with citations
Every reply links the doc it came from, so customers can go deeper and your team can audit an answer in one click.
Diagnose before escalating
When a case looks like a real bug, the agent collects version, environment, account ID and repro steps first, then opens the ticket.
Close the documentation gap
Questions the agent could not answer land in a review queue ranked by volume, so the next article you write is the one that pays.
What SaaS teams get out of it
The point isn't deflection for its own sake. It's moving your specialists onto the work only they can do.
Support that doesn't scale linearly
Documented questions absorb the growth curve, so adding customers stops meaning adding seats at the same rate.
- Flat headcount through ARR growth
- Same SLA in every timezone
- Onboarding load handled in-app
Escalations engineering will accept
Every ticket that reaches a developer arrives with environment, logs and a reproducible case already gathered.
- Structured diagnostic capture
- Jira and Linear sync
- Duplicate detection before filing
Documentation that improves itself
The gap report turns real customer confusion into a prioritised writing queue instead of a guess about what to document.
- Gap ranking by ticket volume
- Draft articles from resolved threads
- Version-aware publishing
Point it at your docs and see the deflection rate
Index your documentation, replay last month's tickets in a sandbox, and compare the agent's answers to what your team actually sent.
SaaS & Technology questions
Still deciding? Talk to our team or browse the full FAQ.
Products behind this solution
AI Support Agent
An autonomous AI agent that answers across chat, email and messaging, takes real actions in your systems, and escalates with full context.
Knowledge Base
A searchable, SEO-ready help centre on your own domain that doubles as the single source of truth for every AI agent.
Helpdesk & Ticketing
Omnichannel ticketing with a shared inbox, SLA policies, automations, collision detection and an AI copilot for every agent.