We tasked our placement student Kade with creating a helpdesk portal to make it easier for customers to submit tickets and annotations on cases. The goal was to improve the quality of tickets, streamline our workflows in supporting customers and give our customers a more intuitive experience.

The standout feature of the portal? AI Integration – built to understand each customer’s unique environment, context and needs.

Portal Background

The portal Kade developed is hosted on Azure Static Web Apps, built with React, and integrates with Dynamics 365 via Azure Functions. Auth0 handles authentication.

For the AI capabilities, Kade used the OpenAI API, creating a dedicated AI assistant for each customer. This means responses can be tailored to match their specific environment, business needs and integrations.

AI Feedback

As users type into a case, the AI Feedback panel updates in real-time, suggesting additional details they could include based on their environment and best practices. This ensures cases are submitted with all the information needed to resolve them efficiently, reducing unnecessary back-and-forth and allowing our team to focus on delivering value to customers.

The assistant can also analyse images as well as text, checking the relevance and clarity of screenshots before they’re submitted.

AI Autofill

When starting a new case, users can choose to use the AI Autofill option in the Generate Case panel.

This uses any screenshots and text the user provides, as well as the customer’s environment and any context the assistant has access to. These inputs are then used to automatically populate the ticket’s fields. This saves time for the customer, while ensuring the information is structured in a way that’s easy for TrueNorth to work with.

Of course, users can still review and edit the case before submitting – because even the smartest AI can make the occasional silly mistake.

Closing remarks

This has been valuable learning experience for our placement student Kade, as his first experience producing production-grade software. It offers both technical challenges and the opportunity to create something with real impact. You can read more about Kade’s placement journey in this article.

With AI, the opportunities for innovation continue to grow. The next technology we have our sights on? Agentic AI!