Less research, more solving
Multi-hop investigation that used to take an hour of tab-switching happens in minutes with grounded citations from the sources you already trust.
Resolve tier-2 and tier-3 tickets in-flow with Confluence, Jira, and Slack context
Draft cited replies, summarize long threads, and find grounded answers without leaving Salesforce, ServiceNow, Slack, or Teams.
Most of an engineer's day should not be hunting through Confluence, Jira, Slack, and closed cases to answer one multi-hop product ticket. AptEdge brings cited answers, confidence scores, and draft replies into the tools tier-2 and tier-3 support engineers already have open, so research time shrinks and customers get accurate answers faster.
The daily friction engineers feel
- Context switching between six tools to answer one complex B2B product ticket.
- Repeating research other engineers already completed on similar cases last quarter.
- Long threads with no summary when handing off shifts, regions, or escalations.
- Pressure to respond fast without the citations and product context to back it up.
- Suggestions without sources lose trust with senior engineers who need evidence before they send.
AptEdge for the front line
- Draft replies with citations from cases, docs, and Jira in one view inside your CRM.
- Summarize threads and highlight the likely root cause before you write the customer reply.
- See confidence scores before sending customer-facing responses.
- Feed corrections back so the system improves for the whole support engineering team.
- Keep assist mode as the default until your team chooses to expand autonomy.
How AptEdge helps
No new tool to learn
Works inside Salesforce, ServiceNow, Slack, and Teams so you stay in the queue instead of jumping to another portal.
Better handoffs
Summaries and cited context make shift changes, regional transfers, and engineering escalations cleaner when a ticket truly needs more help.
You stay in control
Assist mode keeps every reply editable. Autonomy only expands when your team and leadership decide quality is ready.
Citations on every draft
See where an answer came from across tickets, docs, and Jira before you send, so you can verify and edit with confidence.
Faster ramp and shared expertise
New hires inherit how your team actually solves hard tickets, including tribal workarounds, without waiting months for tribal knowledge transfer.
Built for
Support engineers, support engineering managers, and tier-2/tier-3 agents at B2B SaaS companies.
Integrates with
- Salesforce
- ServiceNow
- Slack
- Microsoft Teams
- Jira
Not for
- Developers looking for coding assistants
- IT desktop support
- Unsupervised auto-reply without review
Related products
Customer proof
Common questions
Will AptEdge send replies without my approval?
You choose assist or autonomous mode. Most teams start with engineer review on every suggestion, which is the default path for tier-2 and tier-3 product work.
How is this different from native CRM AI or chatbots?
AptEdge investigates across tickets, docs, Jira, and Slack with citations built for complex B2B technical support, then drafts replies in-flow inside your CRM. That depth complements native CRM AI for simpler lookups.
Can I see where an answer came from?
Yes. Every suggestion includes citations from connected sources so you can verify before sending.
Is AptEdge SOC 2 certified?
Yes. AptEdge is SOC 2 Type II with tenant isolation on Google Cloud Platform and does not train on customer data.
How long before Assist shows up in my queue?
Most teams connect CRM and knowledge sources within 7 to 14 days, then roll assist onto a pilot queue before wider expansion.
Who is this for?
Support engineers, support engineering managers, and tier-2 and tier-3 agents at B2B SaaS companies who live in Salesforce, ServiceNow, Slack, or Teams.