Support that resolves,
not just responds
Osewa's AI agents triage, research, and draft responses autonomously. Your team focuses on the problems that actually need a human.
Built different from the ground up
Legacy helpdesks bolt on AI. Osewa was designed with autonomous resolution at its core.
AI agents that resolve tickets
Not another chatbot. Osewa's agents triage incoming requests, search your knowledge base and source code, then draft complete responses -- before a human touches the queue.
Every channel, one inbox
Email, Slack, live chat, and your customer portal all flow into a single unified inbox. Your team sees every conversation in one place, regardless of how the customer reached out.
Enterprise-grade from day one
Row-level tenant isolation, SSO via OIDC, full audit trails, on-call schedules, and SLA enforcement. Security is architecture, not a checkbox.
Agents that understand your product
Osewa's AI doesn't just route tickets to the right department. It searches your knowledge base, analyzes your documentation and source code, then drafts a complete, contextual response -- with sources cited.
- Hybrid search across knowledge base articles using semantic + keyword matching
- Source code analysis for technical tickets via connected repositories
- Configurable confidence thresholds -- auto-send or draft for review
- Progressive customer profiling learns from every interaction
Every channel flows into one queue
Stop switching between email, Slack, and chat dashboards. Osewa routes every customer touchpoint into a single conversation thread, with full context preserved.
- Email with full header preservation and CC/BCC support
- Slack and Microsoft Teams for internal and external communication
- Live chat widget for your website
- Customer portal for self-service ticket creation and tracking
SLA compliance you can actually measure
Track first-response and resolution times across every priority level. See breach rates trending over time, identify at-risk tickets before they breach, and measure individual agent performance.
- Real-time dashboard with open tickets, SLA compliance, and volume trends
- Per-agent performance: assigned, resolved, average response times
- Escalation policies with multi-level chains and configurable timeouts
- Business hours schedules for timezone-aware SLA calculations
Everything your support team needs
A complete platform, not a collection of features.
Full ticket lifecycle
Status tracking, priority levels, multi-agent assignment, department routing, and automatic SLA breach detection.
Dual knowledge bases
Maintain separate internal and customer-facing knowledge bases. AI agents search both when resolving tickets.
White-label customer portal
Give customers a branded self-service portal with ticket tracking, knowledge base search, and B2B organization support.
SLA compliance analytics
Track first-response and resolution times across percentiles. See breach rates, at-risk tickets, and per-agent performance.
Escalation policies
Multi-level escalation chains with configurable timeouts. Route unacknowledged tickets to on-call agents automatically.
Customer organizations
Group B2B customers by organization with domain-based auto-assignment, shared ticket visibility, and role management.
We evaluated six platforms before choosing Osewa. It was the only one where the AI actually resolved tickets instead of just categorizing them. Our Tier-1 volume dropped 40% in the first month.