
Classified as logistics · high priority · human review required before send.
EAMS helps support teams classify requests, generate AI-assisted replies, manage tickets, sync with Desk365, and monitor every step — with human approval before customers see anything.
Shared inboxes, manual forwarding, copy-paste replies, and systems that do not talk to each other.
Manual triage delays even simple requests.
Context lost across shifts — varying answers.
Inbound email arrives and a ticket is created or updated instantly.
Classify the request, extract facts, and generate a contextual draft reply.
Agents approve, edit, or reject before the customer sees a response.
Push to Desk365, update pipeline logs, and track outcomes in analytics.
Support execution layer
EAMS connects email, AI, tickets, and workflows — built for high-volume logistics, eCommerce, hospitality, and Desk365 users.
Automatically create or update tickets from customer emails without manual intervention.
Category, priority, type, sentiment, language — plus order IDs and structured fields.
Complete layer
Everything operational teams need — with control and visibility.
Monitor messages, pipeline status, payloads, errors, retries.
See failed Desk365 syncs and trigger retries.
| Capability | Typical helpdesk | EAMS |
|---|---|---|
| Creates & updates tickets | Manual triage | Automatic from email |
| AI classification & extraction | Limited or add-on | Built-in, versioned prompts |
| Draft replies | Templates only | Contextual AI + approval |
| Desk365 sync & retry | Fragile scripts | Native sync + failure management |
| Workflow & audit logs | Minimal visibility | Full pipeline traceability |
Ready when you are
Explore the full product story, security posture, and live workflow preview on eams.fusiontrade.at — or book a pilot with MATIKA.
Email not synced with Desk365 — operational blind spots.
Manual routing and translation across regions.
Contextual drafts agents approve, edit, or override before anything is sent.
AI assists; humans stay accountable. No unsupervised customer-facing automation.
Sync tickets, conversations, and contacts — retry failed syncs from one place.
Step-by-step AI workflow execution for debugging, transparency, and compliance.
Route tickets with category-specific AI rules.
Role-based access and governance.
Volume, health, workflow success, sentiment mix.
Versioned prompts for classify, extract, draft, summary.