Enhancing Revelation helpdesk with Secure, Purpose-Built AI Capabilities

Synergy partnered with Revelation helpdesk to design and implement AI features that were genuinely useful, seamlessly integrated, and fully secure.

Revelation helpdesk is a powerful ticket management solution that helps organizations efficiently track, manage, and resolve IT and service requests. Learn more at www.revelationhelpdesk.com.

OVERVIEW:

Revelation helpdesk, a leading ticket management platform, wanted to introduce AI features into its product — but without falling into the trap of adding AI “just because it’s the hot topic.” Their goal was to deliver capabilities that were genuinely useful, aligned with customer workflows, and secured within their existing Microsoft 365 environment.

Synergy Corporate Technologies partnered with the Revelation helpdesk team to shape the AI strategy, design and integrate the right features, and ensure the solution met their high bar for privacy and compliance.

Goals / Challenges:

Revelation helpdesk knew AI could improve productivity for helpdesk teams, but the market was flooded with poorly executed integrations that:

• Introduced compliance risks by sending customer data to uncontrolled third-party systems.

• Added complexity to workflows instead of streamlining them.

• Delivered generic, low-value results that eroded trust.

They wanted to take a measured, strategic approach — launching with capabilities that delivered immediate value while maintaining full control of customer data.

Key goals included:

• AI should be intentional, not trendy — success comes from targeted, high-value use cases.

• Security must be foundational — keeping AI processing within the customer’s Microsoft 365 environment builds trust.

• Extensibility matters — designing with the future in mind avoids costly rework.

Solution/Approach:

Synergy applied its AI Strategy Consulting and Custom Application Development expertise to design and deliver a tailored AI integration that was useful, secure, and extensible.

Key elements included:

1. Strategy First

We began with collaborative workshops to define:

• Which AI use cases would have the most impact for helpdesk teams.

• How AI should integrate seamlessly into the existing Revelation Helpdesk UI and workflows.

• What security requirements had to be met from day one.

2. Secure by Design

Synergy architected the AI features to run entirely within each customer’s own Microsoft Azure AI instance, fully contained in their Microsoft 365 tenant. This ensured:

• No uncontrolled data sharing — ticket data, as it relates to AI queries, never leaves the customer’s secure environment.

• Compliance with existing governance policies.

• Full customer control over AI enablement and configuration.

3. Practical AI Capabilities

The initial release included two high-value features:

• Revelation AI Assist – Context-aware ticket intelligence with five core modes: Ticket Summaries, Troubleshooting Tips, Draft Responses, Root Cause Hypotheses, and Sentiment Analysis. Customers can also add custom system modes using their own prompts.

• AI Edit – Built-in communication refinement, letting users instantly adjust tone and length to be Professional, Concise, or Friendly.

4. Extensible Architecture

We designed the integration so Revelation can add future capabilities — including system-wide AI assistance for global queries, SLA reporting, and ticket creation via natural language — without re-engineering the core platform.

“With Synergy’s guidance, we introduced AI that’s secure, purposeful, and actually makes our customers’ work easier — without ever putting their data at risk.”

— Revelation helpdesk Product Team

Revelation helpdesk's AI Assist feature in action - courtesy of Revelation helpdesk.

The Results:

Synergy’s AI expertise delivered a solution for the Revelation helpdesk team that was immediate and provided a solid foundation for future advancements within their platform.

Key outcomes included:

• Improved Productivity – Helpdesk agents can save 10–15 minutes per ticket on repetitive tasks like summarizing history and drafting responses.

• Stronger Security Posture – AI adoption without sacrificing compliance or governance standards.

• Customer Trust – Clear communication that AI features are secure, useful, and optional.

• Future-Ready Platform – A foundation for expanding AI features in response to real customer needs.

Today, Revelation helpdesk’s AI features are delivering measurable time savings, strengthening security confidence, and setting the stage for future innovations.

INDUSTRY	GEOGRAPHY	CONSULTING	software
IT Service Management Software	Global	AI Services Custom Development	Azure AI Open AI

Ready to deliver AI that's secure and useful?

At Synergy, we help organizations like Revelation helpdesk design and integrate AI solutions that work the way your teams do: secure, seamless, and aligned to your real-world workflows. Whether you’re adding AI to an existing platform or building new capabilities from the ground up, we’ll help you create practical, future-ready solutions that your customers can trust.

Let’s put AI to work for your business — without the risks or the hype.

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