INF-214Website
Portal access after password reset
Response target: 42 min
AI-Assisted Customer Support
Turn every customer question into an owned support case.
Connect confirmed website requests and configured support email to one visible case workflow, with the context, ownership, response target, and human judgment needed to follow through.
WardCustomer support cases
4 active
New1
In progress2
INF-208Email
Invoice details need correction
Owner: Maya
Waiting customer1
INF-201Manual
Setup evidence requested
Human response sent
SourceLinked
OwnershipVisible
ResponseHuman-controlled
Website conversationsTurn a visitor-confirmed support request into a durable case linked to its source conversation.
Configured support emailReview relevant email candidates from connected support inboxes before they enter active work.
Accountable human responseKeep ownership, status, response targets, history, and customer communication visible.
The fragmented-support problem
Support starts before the ticket.
A customer asks on your website. Another emails a shared inbox. Context gets copied, ownership stays vague, and the response clock keeps moving. HEA Infirmary turns qualified support demand into visible work without removing human judgment.
Capture demand without turning every message into a ticket.
Confirmed website requests, reviewed support email, and manual intake create deliberate cases rather than noise.
Keep the context and the owner together.
Link source evidence, status, assignment, response target, and history to the case your team is working.
Let AI assist while people remain accountable.
Use AI-assisted classification and organized context while authorized operators control customer communication and resolution.
From question to resolution
Capture, review, own, and respond in one governed loop.
Infirmary gives support teams a clear operating rhythm while preserving the source evidence behind each case.
Bring qualified support demand into view
Receive confirmed website requests, configured support-email candidates, or cases entered by your team.
Verify what should become active work
Confirm or dismiss unverified email candidates and retain the evidence needed for the decision.
Assign the case and make time visible
Set ownership, move status, track the response target, and review the case timeline.
Keep the human in control
Use the configured HEA relay where enabled, record the response, and move the case through its lifecycle.
One workflow, two operating models
Run support for your business or for your clients.
Give a small team a support system it can actually operate.
Connect the customer question to an owner and a response target without introducing a heavyweight helpdesk programme.
- Preserve website-conversation context instead of copying it by hand.
- Review support-email candidates before they become active cases.
- See what is new, in progress, waiting, and resolved.
Add managed customer support operations to your AI service.
Operate distinct HEA workspaces for clients while keeping their sources, cases, roles, and evidence separate.
- Connect the website agent and support operations in one client delivery.
- Give each client a visible case workflow and accountable owners.
- Improve agent knowledge from recurring support evidence.
Choose the operating model
A shared inbox stores messages. Infirmary manages support work.
The difference is not another queue. It is deliberate intake, linked evidence, visible ownership, and a governed response path.
Keeps messages together.
Useful for receiving email, but case state, website context, ownership, and response targets can remain implicit.
Best for: simple mailbox coordination.
Automates answers or routing.
Useful when speed matters, but trust depends on clear evidence, boundaries, escalation, and human accountability.
Main question: who owns the outcome?
Turns qualified demand into owned cases.
Website and configured email evidence, case lifecycle, response targets, roles, and human-controlled communication work together.
Best fit: governed support operations for SMEs and agencies.
The support operating system
Infirmary connects the question, the case, and the response.
The support case is not an isolated ticket. It keeps the customer question linked to the HEA conversation or email evidence that created it, then gives your team a governed place to act.
Website HEAA visitor asks for support and confirms that the request should be handed to the team.
Support ConnectorsConfigured inboxes can surface relevant email as evidence or unverified case candidates.
ObservatoryThe original website conversation remains available as linked context for the case.
Infirmary WardOperators review, assign, track, respond through the configured relay, and manage the case lifecycle.
Case INF-214
In progressPortal access after password reset
Linked sourceWebsite conversation · 09:42
“I reset the password successfully, but the client portal still says my account is locked.”
09:42Support request confirmed
09:43Case created with conversation link
09:48Maya took ownership
Governed by design
AI organizes the work. Your team owns the response.
Infirmary capabilities depend on HEA access, configured Support Connectors, responder roles, and relay readiness. AI may assist with classification and context; it does not silently send customer replies or close cases.
- Email candidates can stay unverified until an operator confirms them.
- Responses require an authorized person and a configured sending path.
- Case status, ownership, evidence, and history remain visible.
Pricing
Customer support management is part of your HEA workspace.
Use Infirmary where it is enabled and configured. Pricing follows the HEA account plan, not each ticket, case, support seat, mailbox, or response.
Free plan
€0for up to 3 months
Start with up to 3 HEAs and validate your support workflow.
Creator
€19per month
Billed monthly with support for up to 10 HEAs.
Enterprise
€29per month
Billed €87 quarterly upfront with support for up to 10 HEAs.
Pro Digital Agencies
€149per month
Billed €447 quarterly upfront with support for up to 25 HEAs.
Support setup and availability depend on the HEA workspace, connectors, permissions, and relay configuration. Prices exclude VAT where applicable.
See full HEA pricingDirect answers
AI customer support questions, answered clearly.
What is AI-assisted customer support?
AI-assisted customer support uses AI to organize context and help classify demand while people retain ownership of communication and resolution. In HEA, support work becomes a visible case with evidence, status, ownership, and a response target.
How do website conversations become support cases?
When a visitor confirms a support request in a website HEA conversation, the request can create an Infirmary case linked back to the source conversation. Ordinary conversations are not silently turned into tickets.
Which support channels can HEA manage?
Infirmary can manage confirmed website support requests, relevant messages from configured support-email connectors, and cases created manually. Email candidates can require operator confirmation before becoming active cases.
Does AI respond to customers automatically?
No. HEA can assist with classification and context, but customer communication remains human-controlled. Authorized operators can respond through the configured HEA relay when that capability is enabled.
Does HEA Infirmary replace a full helpdesk?
Infirmary is designed for SMEs and agencies that need a clear, governed case-management loop connected to their HEA. It is not presented as a replacement for every enterprise helpdesk feature.
Can agencies manage customer support for clients?
Yes. Digital and AI agencies can operate distinct HEA workspaces for clients, with client-specific sources, cases, roles, and access.
How much does HEA customer support management cost?
Customer support management is part of the HEA workspace where enabled and configured. Start free for up to three months; paid HEA account plans begin at €19 per month. Pricing is not per ticket, case, support seat, mailbox, or response.
Give every support question a visible owner and next step.
Connect the customer’s request to the evidence, responsibility, and human response it deserves.