Run the business
Help Desk
Support tickets and reporting · coming soon
Ivy answers first. Your staff handle the rest, as tickets.
Ivy’s answers come with every edition of VybeOS. Help Desk adds what happens next: the questions Ivy can’t answer become tickets your support staff manage from start to finish.
- Any number of your agents can submit requests.
- First-line answers from Ivy are included with VybeOS, with the source of every answer.
- Questions Ivy can’t answer go to your support staff automatically.
- The whole conversation travels with each ticket, so the agent never explains twice.
When does my commission on this one pay out?
After the closing statement is reviewed. Your payout of $11,240 is scheduled for Friday, Sep 12, by direct deposit.
Source: your payout record · Commission policy, section 6.1
The right department
When Ivy can’t answer, the question goes to the right staff member with the conversation attached.
When a person is needed, Ivy drafts the ticket, the agent confirms it, and it goes to the right department.
- Tickets go to 5 departments (Agent Services, Management, Compliance, Accounting and Tech), and you can rename them, turn them off or add your own.
- The ticket carries the conversation, a one-line summary and links to the deal, contact, payout or document.
- Topics you choose, such as commission disputes and complaints about another agent, go straight to a person.
- Ivy raises the priority when the related deal closes within 48 hours.
- The agent can change the department and add a note before the ticket is sent.
I can’t find a written policy on adding a second buyer after acceptance. Want me to send this to Agent Services?
- Department
- Agent Services
- Priority
- High · closes in 2 days
Grant wants to add a second buyer to the contract on 4521 Oak Ridge Dr before closing.
Department queues
Your staff see what is due and what is late.
Each department works its own queue with response targets, private notes and saved views.
- Assign, prioritize and track every ticket through to resolution.
- Saved views show My tickets, Unassigned, Due soon and Overdue.
- You set response targets by priority, and each ticket’s timer turns amber at 75% of the target and red when it is late.
- Internal notes for your team, kept apart from replies to the agent.
- Staff can bring in a colleague from another department without moving the ticket.
- Staff claim tickets, or you can have VybeOS assign them to each staff member in turn.
- Nobody can edit or delete a ticket’s history.
Help Desk reports
See what agents ask, and how fast it gets resolved.
Reporting shows the types of questions agents ask, how long each step takes and how much work Ivy takes off your staff. These reports come with the first release, and more are coming.
- Total tickets created and resolved, and the open backlog.
- AI resolution rate and AI escalation rate.
- Average time to the first human response, and to full resolution.
- Tickets by category, and tickets resolved per employee.
- Agent satisfaction score.
- Estimated human support hours saved, from the staff minutes you assign to each type of question.
- Tickets created
- 412
- Resolved
- 389
- Open backlog
- 23
- AI resolution rate
- 61%
- First human reply
- 1h 12m
- Full resolution
- 6h 40m
Tickets by category
- Commissions & payouts118
- Transactions96
- Tech & access74
- Policy63
- Marketing61
Example figures, not results.
Knowledge base
Staff can turn an answered ticket into an article Ivy uses.
When staff resolve a ticket, Ivy drafts a knowledge base article from it with personal details removed, so Ivy answers more on its own over time.
- Compliance approves anything about contracts, disclosures or advertising before Ivy uses it.
- Accounting approves anything about money.
- VybeOS flags articles past their review date.
- The knowledge gaps report lists the questions Ivy couldn’t answer.
Yes. Paid social ads that name the brokerage go to Compliance before they run. Submit the ad from Marketing and Compliance reviews it there.
- ComplianceWaiting for approval
- Ivy uses itAfter approval
Review again by Mar 1, 2027
Privacy for complaints
Sensitive complaints stay with the people handling them.
An agent named in a Compliance or Management ticket can’t see it, and neither can team leaders.
- Team leaders don’t see their agents’ requests.
- Agents only see their own requests.
A complaint that names another agent
- Compliance teamFull ticket
- Managing brokerFull ticket
- Agent who askedTheir own request
- Agent namedCan’t see it
- Their team leaderCan’t see it
Email, text and phoneComing soon
Agents can ask by email, text or phone.
Email and text requests go to the same queues, and Ivy tries to answer them first. Phone calls are logged on a ticket.
- Agents can email a support address, and VybeOS matches them by their email.
- Agents can text a support number, and Ivy answers in the thread.
- VybeOS logs each call on a ticket with an AI summary, and each call opens with an announcement that it is recorded.
- Staff can use saved replies that fill in the agent’s first name, the deal address or the CDA amount, and Ivy suggests the best one for each ticket.
- You can set simple rules, such as raising the priority when a deal closes within 48 hours.
- Agents rate each resolved ticket with one tap, and you see ratings by department, by staff member and for Ivy’s answers.
- Email
A support address that matches each agent by their email.
- Text
A support number, with Ivy answering in the thread.
- Phone
Each call logged on a ticket with an AI summary.
- Saved replies
Fill in the agent’s name, the deal address or the CDA amount.
Help Desk pricing
$250/mo includes 2 support seats, then $50 per additional seat
FAQ
Questions about Help Desk.
Help Desk is coming soon as an add-on module for brokerages. It isn’t part of the VybeOS Fusion 1.0 launch in January 2027.
Yes. On every edition, Ivy answers agents from your policies, their own records and VybeOS help content, and passes what it can’t answer to your staff. Help Desk turns those hand-offs into managed tickets, with queues, internal notes, a knowledge base and detailed reporting.
Your own staff. VybeOS routes each ticket to the right department. Bugs and feature requests go to the Vybe team, and you can follow their progress on the ticket.
No. An agent named in a compliance or management ticket never sees it.
No. Ivy answers only from your written policies, the agent’s own records and VybeOS help content. When there is no source, Ivy says so and offers to pass the question to a person.
$250 a month with 2 support seats, then $50 a month for each additional support seat. Any number of your agents can submit requests, and Ivy’s answers are included with VybeOS. Take any 3 or all 4 add-on modules and save 20%.
Have another question? Ask us in a demo.
Platform sections
Book a Help Desk demo.
We’ll show an agent asking about a commission, a ticket reaching Accounting, and Accounting approving the answer as an article Ivy uses next time.
Are you an agent? Send VybeOS to your broker or team leader