Zendesk AI

Zendesk AI AI

Zendesk AI AI

Zendesk AI AI

Zendesk AI AI

Zendesk AI AI

Zendesk AI AI

Zendesk AI AI

Zendesk AI AI

Zendesk AI AI

Zendesk AI AI

I got tired of the current ticketing systems, so I (Claude ofc) built a better one for everyone — thank you Claude

WARNING: anecdotal rant incoming. Jira requires a PhD to administer properly, and a second one to figure out why a Story is in the wrong sprint. ServiceNow requires the wealth of a cartel drug lord and a procurement team to even get a quote. Freshservice and Zendesk are fine until you need anything custom, then they fall apart. Most of the rest are form-builders with status fields strapped to a queue. Y'all know what I mean. For the better part of my career — 15+ years in IT — auditing tickets for accuracy (ticket triaging) was just taking up too much time. Tickets where the priority was wrong, the category was blank, the subject line three words and a typo. Then writing reports (this is not the focus of the tool, use something else for better reporting, like powerbi / tableau or w.e.) from that data. Manually. Like it was 2010. So I built my own. It's called BITSM. Multi-tenant IT helpdesk with an AI layer called Atlas baked in from day one — not bolted on. Atlas runs a tool-use loop rather than one-shot completions. It searches the knowledge base, looks up ticket history, writes custom fields, and decides when to hand off to a human. The whole point is to handle the grunt work that fills up support queues — tagging, categorizing, routing, drafting responses, flagging when something looks like a known issue — so the people on the queue can focus on the things that actually need a human. Intake channels: web portal, chat widget, inbound email (Cloudflare Email Worker), SMS, WhatsApp, and a voice agent (Twilio + ElevenLabs). Three-tier escalation — Claude Haiku for frontline, Sonnet for harder problems, human for everything else. BYOK for every external service: Anthropic, OpenAI, Voyage, Resend, Twilio, ElevenLabs, Stripe. Stack is Flask 3.x, React 19, PostgreSQL 16 with pgvector, Redis 7, Docker Compose. Running in production at bitsm.io. Built solo on weekends over the past year — and full transparency: I pair-programmed a huge amount of this with Claude (Anthropic's). I'm a one-person shop and that collaboration is the only reason it shipped at the scope it did. If you're a solo builder hesitating on AI-assisted dev, stop hesitating. License note, because someone will ask: Business Source License 1.1, not open source. Self-hosting for your own team is free. If you're building a hosted or managed service on top of it, that requires a commercial license. Converts to Apache 2.0 in four years. Upfront rather than buried. The repo: https://github.com/NovemberFalls/BITSM Happy to answer questions about the architecture or the AI design. A lot of the Atlas patterns came out of Ed Donner's agentic LLM courses, which I'd recommend to anyone building in this space. submitted by /u/Novaworld7 [link] [comments]