Product knowledge
Approved documentation and FAQs remain the source for setup, usage, and policy answers.
Evnao for SaaS
Keep product questions, incidents, and human escalation in one support flow.
Ground common answers in product documentation, preserve technical context in the ticket, and hand selected conversations to Zendesk when that is the team’s operating queue.
Technical triage
Verified workflow
Product docs
Import troubleshooting
Customer report
Import stopped at 62%
Evidence check
Guide matched
No incident record
Human review
Operational risk
SaaS support becomes slow when documentation, chat history, account context, and the escalation queue are disconnected.
Safe working state
Evnao answers documented questions, keeps uncertain cases visible, and lets an agent continue or explicitly create a Zendesk ticket.
Product view
Designed around the work, not decoration.
Illustrative layout of the shipped workflow. Live workspace screens use tenant data and permission checks.
Evnao workspace
Illustrative product flowIncoming · Website
Why did my data import stop?
Support context
- Import guide matched
- No verified incident record available
- Human review requested
Escalation
- The assistant avoids an invented root cause.
- The agent receives the complete question.
- Zendesk handoff is available when connected.
View in the workspace
Working system
What has to be true.
Each capability maps to a real product state, verified connection, or deliberate boundary.
Technical context
The conversation keeps the customer’s description and agent notes without pretending to diagnose an unverified incident.
Zendesk handoff
An agent explicitly creates a Zendesk ticket through the verified connected account.
Human ownership
AI pauses when a person takes over, preserving one visible owner and next action.
Working sequence
Move only when the evidence is ready.
01
Receive
A question arrives from the website or connected channel.
02
Retrieve
Evnao finds relevant published product knowledge.
03
Decide
The assistant answers or escalates based on the available evidence.
04
Continue
An Evnao or Zendesk agent owns the unresolved work.
Customer operations
The workflow continues after the answer.
Every solution can carry the same customer identity into accountable follow-up work without fabricating an external system result.
Customer record
Conversation history, ownership, activity, and status.
Lead & pipeline
Buying intent, next action, value, stage, and outcome.
Booking & feedback
Appointments, private feedback, and review requests.
Recover
Abandoned inquiries and missed follow-ups become visible work.
See the workflow before you configure it.
Use the guided product demo to follow a real support request through Evnao.