Product tour

How a request moves through Assist Engine.

Eight parts of one workspace, in the order a request meets them. Every scene below is drawn from the product at a readable size and labeled; the films are recordings.

Try a sample request

01 · Intake & portals

A front door that asks the right questions.

Each portal offers one or more request types. A request type is a form you design: required answers, choices, dates, files — and rules that show a question only when an earlier choice needs it. Email channels bring conversations into the same workspace, so it does not matter which door someone used.

What you control

Request types with up to 50 fields each, in nine field types
Questions that appear only when an earlier answer calls for them
Guided steps or all questions on one page — requesters can switch
An optional needed-by date, calendar and busy-day warnings
Anonymous submissions, Microsoft or Google sign-in, or sign-in required
Logo, colour, welcome text and response-time guidance

Worth knowing

Portals show a small “Powered by Assist Engine” line
Signed-in requesters get draft recovery in the same browser; files must be re-attached
Up to 10 files per submission, 50 MB each
Your own domain for a portal needs Pro

Try the adaptive brief

Northline Creative Studio

Submit a creative brief

Share the project goals, specifications, content and delivery needs.

Needed by *October 16, 2026

Project Name *Trailside autumn launch kit

Final Deliverable * Digital Print

Material shown because of an earlier answerMatte poster stock

Delivery Address shown because of an earlier answerAttn: Print Desk, 123 Demo Trail

Budget shown because of an earlier answer$1,200

Submit design request

Why it matters. Choosing Print revealed Material, Delivery Address and Budget. A digital-only request never sees them. The answers travel with the request, so nobody chases the brief afterwards.

Illustration of the Northline demo portal (fictional), using its configured field rules and the values submitted in the recorded run.

02 · Analysis on arrival

A first read, stored before anyone opens it.

When a request arrives, Assist Engine can summarise it, suggest a category and priority, name likely causes and what is still unknown, and prepare a reply your team starts from. It draws on your published knowledge and past tickets. The work profile decides what the analysis looks for — a technical cause for IT, missing approvals for internal services, evidence and policy for finance.

What you control

Automatic analysis and categorisation — both on by default
The confidence needed before a category is applied
Categories the analysis can choose from
Re-analysis on demand from the ticket

Worth knowing

It reads the subject and message of each request
Priority changes only at 75% confidence or higher
Suggested replies are drafts; a person sends them
Each analysis counts toward the plan’s monthly allowance

AI Copilot Stored on arrival

Priority High · raised from MediumPrint Services · AI assigned 97%Confidence 84%

Summary

The shipping workstation SHIP-04 is unable to print labels, with 8 jobs stuck in the Windows print queue. Other PCs can still print normally, and the issue is affecting 32 paid orders with a carrier pickup in about 90 minutes.

Likely Root Cause

Requires more information. Likely causes include a stuck Windows print spooler, a corrupted print queue, a workstation-to-printer connection issue, or a driver problem on SHIP-04.

Solution Steps

Review SHIP-04 and the associated printer/queue to confirm the exact print status, spooler state, and whether jobs are blocked or errored.
Check whether the issue is isolated to SHIP-04 by comparing printer connectivity and driver status with a known-working workstation.
Assess whether the print spooler or queue needs to be cleared and the printer service restarted, taking care to preserve any recoverable jobs where possible.

Suggested Response Use in reply

Draft for the technician

Thanks for reporting this — we’re treating SHIP-04 as urgent and are checking the print queue and printer service now. To help us restore labels as quickly as possible, please confirm the printer name/model and whether the stuck jobs show any error message or status in the queue.

Profile-aware. The same panel is titled for the work: an IT workspace sees Likely Root Cause; finance sees Decision Factors and Required Checks.

Illustration using the analysis the product stored for demo ticket #25. Fictional workspace; steps shortened.

03 · Team workspace

One queue, and every decision kept with the request.

Everyone works from the same queue: built-in views such as Triage, SLA at Risk and Waiting on Client, plus views people save for themselves. On the ticket, replies go to the recipients you choose, internal notes stay internal, and a decision someone outside the team has to make travels as an approval request with its own history.

What you control

Assignment, waiting-on states and renamed statuses
Saved views, folders and bulk actions
Reply recipients: To, CC and BCC on every reply
Internal notes with screenshots, kept from customers
Merge duplicates; forward a reviewed copy without notes
Approval requests to anyone with an email address

Worth knowing

Save and resume a reply draft; drafts are per person
Approvals record a decision; they do not block work or change status
SLA targets count business hours; custom targets need Pro
Forwarding sends the customer-visible thread to one address

All TicketsLive

Ticket	Client	Owner	Priority	Status
#25 Label printer not printing	Pinecrest Supply	Jordan Ellis	High	Open
#2 VPN connects but S: drive will not open	Keel & Compass	Jordan Ellis	High	Open
#4 Suspicious email asking to verify payroll	Keel & Compass	Priya Nair	High	Open
#6 Imaging workstation slow to open X-rays	Brightwater Dental	Jordan Ellis	Medium	Pending

ReplyInternal note

To ava.morales@pinecrest.example.comCC dev.patel@pinecrest.example.com BCC

Labels are printing again — the queue was paused after a driver update. All 8 queued labels printed; nothing was lost.

Customer-visible reply · Send emailSend

ReplyInternal note

Only visible to your team

Driver update went to SHIP-04 last night. Check the other shipping stations before Friday’s pickup.

Approval Approved

Approver email: rosa.kim@pinecrest.example.com
What needs approval?: Replace the SHIP-04 label printer (quote attached to the ticket).

RequestedSent by Jordan Ellis
Approved“Go ahead — keep the old unit as a spare.”

The approver needs no account. They open a secure link and confirm with a six-digit code.

Illustration with fictional records from the Harborline demo workspace. View names, labels and states match the product.

04 · Copilot

An assistant that proposes, and waits for your confirmation.

Copilot is a private workspace for each person. It answers from tickets and knowledge they are allowed to read and shows its sources. When a change would help — a reply, a note, an assignment, a document, a portal — it proposes the exact change and waits. Nothing runs until someone with the right permission confirms it.

What you control

Who may use Copilot, and who may apply its changes
Questions answered from records the person may read, with sources
Live web search, opted into one question at a time
Branded PDF and Word documents with your letterhead
Portals and email channels built from what you describe or upload

Worth knowing

Copilot is activated per workspace and follows each person’s permissions. It is not switched on automatically by a plan or the trial.
Up to five proposals per answer; each expires after 24 hours
Permissions and the record’s current state are checked again before anything runs
By default, admins apply changes; technicians ask and draft

Ask about Copilot access

Private to you · grounded in permitted records

What fixed the SHIP-04 label printer, and has it happened elsewhere?

The print queue on SHIP-04 was paused after a label driver update; restarting the Print Spooler and resuming the queue released all 8 labels [S1]. No other open tickets mention the same driver [S2].

Evidence used

S1#25 Label printer not printingTicket · resolved
S2Open tickets for Pinecrest SupplyFound for this answer

01 You ask
Private to you · grounded in permitted records
Build a purchase-request portal from this form. Standard client login only; no routing field.
Northline-purchasing-request-sample.pdf · 42 KB
02 Copilot proposes
Awaiting reviewExpires in 24 h
Build customer portal
Portal
Northline Purchasing Requests
Fields
Need-by date · Priority · Vendor · Request reason · …
Sign-in
Standard client login only
Layout
Single page · up to 5 attachments
Reject proposalReview portal build
03 You confirm
Build this portal?
Nothing is created until you confirm. Your permissions and the workspace’s current state are checked again before it runs.
Keep reviewingConfirm and build portal
04 It exists
CompletedClient portal
Northline Purchasing Requests
Complete the details below for your purchasing request.
Need-by date *10/15/2026
VendorAster Office Supply

Illustration drawn from a recorded Copilot run (6 September 2026) in a fictional workspace. Field list shortened.

05 · Knowledge

The fix, written down once, for the next person.

When a request is resolved, the person who fixed it can write down what worked. Assist Engine turns those notes into a structured article draft — situation, signals, steps and cautions — for someone to review before the team relies on it.

What you control

Articles shared with every client, or kept to one client
Resolution notes saved on the ticket, with or without a draft
Review and publish drafts from the knowledge base
A queue of resolved tickets that still need documenting

Worth knowing

Generated articles are saved as drafts for review
The arrival-time analysis only draws on published articles
If a similar published article already exists, your notes are saved and no duplicate draft is made

How was this resolved? SHIP-04’s print queue was paused after a label driver update. Restarted the Print Spooler service and resumed the queue; all 8 stuck labels printed and none were lost. Ava confirmed the remaining orders printed before the carrier pickup.

Jordan chose Save & Generate KB Article. The draft on the right was created from those notes.

ArticlePinecrest Supply Co.AI generatedDraft

Restore Stuck Label Printing on a Shipping Workstation (Spooler Paused / Queue Stalled)

Request / Situation

Shipping workstations may stop printing labels while the printer itself still shows Ready. Windows often shows multiple jobs stuck in the queue, and other PCs may continue printing normally.

In the resolved case

In the resolved case, the print queue on the shipping workstation was paused after a label driver update. Restarting the Print Spooler service and resuming the queue restored printing and released all pending labels.

Step-by-Step Actions

Confirm scope and urgency
Protect queued labels
Check the Windows print queue
Restart the Print Spooler service

Illustration of the draft the product generated in the demo run. Text shortened.

06 · Automations

Rules for the repeatable parts — and a record of every run.

Automations handle what should happen the same way every time: confirm receipt, route by keyword or client, raise priority, notify an account manager, send a survey, call a webhook. They run on their own, exactly as configured — which is why each one keeps a history you can check.

What you control

Fourteen triggers, from new tickets to SLA warnings and keywords
Twenty-three actions: assign, route, notify, tag, survey, webhook…
Sixty-five templates to start from
Execution history with the result of each run

Worth knowing

Each rule is one trigger and one action
Three defaults are on for every workspace; custom rules need Pro
PSA sync and escalation-chain actions are not available

Urgent Keyword AlertActive

WhenKeyword Detected · “outage”, “down”, “cannot log in”

ThenSet Priority · Urgent

Recent Executions

Success#31 raised to Urgent9:12 AM
Skipped#30 already Urgent8:47 AM
Success#27 raised to UrgentYesterday

Resolution Feedback RequestActive

WhenTicket Resolved

ThenSend Customer Satisfaction Survey

Recent Executions

SuccessSurvey scheduled for #254:05 PM
SkippedContact surveyed within 7 days1:30 PM

Illustration. Template names, triggers and actions are the product’s; keywords and runs are examples.

07 · Reports & surveys

Answer an operational question with a report you can save.

Reporting is for the questions a lead actually asks: who is waiting, where time goes, which clients breach targets. Build a report once, keep it, and export it when someone outside the team needs it.

What you control

Group by client, owner, request type, intake source, week and more
Metrics such as first response, resolution time and SLA breach rate
Bar, line, area, pie and table views; save and share with the workspace
PDF reports; CSV, JSON or Excel exports of tickets
Satisfaction surveys with a 1–5 rating and reasons, in five languages

Worth knowing

The report builder and exports need Pro
Reports export as PDF; there is no scheduled delivery
Surveys are off until you complete a test; automatic sending needs Pro

Which clients waited longest for a first response this month?

Group by · ClientMetric · Avg First Response MinutesMonth to date

Keel & Compass94 min
Summit Ridge Vet61 min
Pinecrest Supply38 min
Brightwater Dental22 min

Save ReportGenerate PDF

The decision it supports. Keel & Compass is waiting four times longer than Brightwater. Add a routing rule for its portal, then run the same report next month.

Illustration with fictional numbers. Grouping, metric and controls match the report builder; figures are not customer results.

08 · Access & roles

Access that follows the person.

What someone can read or change depends on their role and, on Pro, on the clients, portals and channels they are assigned. Requesters only ever see their own conversation in the portal. The trust page answers the detailed questions.

What you control

Admin, technician and viewer roles
Per-member access to specific clients, knowledge, portals and email channels (Pro)
Portal access: anonymous, Microsoft or Google sign-in, or sign-in required
Allowed email domains for self-registration

Worth knowing

Internal notes never appear in the portal or a forwarded copy
Copilot and its sources respect each person’s access
Deleted tickets go to Trash and are purged after your retention period

Read trust & controls

See it with a request of your own.

Start free Try a sample request

Ticket

Client

Owner

Priority

Status

#25 Label printer not printing

Pinecrest Supply

Jordan Ellis

High

Open

#2 VPN connects but S: drive will not open

Keel & Compass

Jordan Ellis

High

Open

#4 Suspicious email asking to verify payroll

Keel & Compass

Priya Nair

High

Open

#6 Imaging workstation slow to open X-rays

Brightwater Dental

Jordan Ellis

Medium

Pending

04 · Copilot

An assistant that proposes, and waits for your confirmation.

What you control

Who may use Copilot, and who may apply its changes
Questions answered from records the person may read, with sources
Live web search, opted into one question at a time
Branded PDF and Word documents with your letterhead
Portals and email channels built from what you describe or upload

Worth knowing

Copilot is activated per workspace and follows each person’s permissions. It is not switched on automatically by a plan or the trial.
Up to five proposals per answer; each expires after 24 hours
Permissions and the record’s current state are checked again before anything runs
By default, admins apply changes; technicians ask and draft

Ask about Copilot access

Private to you · grounded in permitted records

What fixed the SHIP-04 label printer, and has it happened elsewhere?

The print queue on SHIP-04 was paused after a label driver update; restarting the Print Spooler and resuming the queue released all 8 labels [S1]. No other open tickets mention the same driver [S2].

Evidence used

S1#25 Label printer not printingTicket · resolved
S2Open tickets for Pinecrest SupplyFound for this answer

01 You ask
Private to you · grounded in permitted records
Build a purchase-request portal from this form. Standard client login only; no routing field.
Northline-purchasing-request-sample.pdf · 42 KB
02 Copilot proposes
Awaiting reviewExpires in 24 h
Build customer portal
Portal
Northline Purchasing Requests
Fields
Need-by date · Priority · Vendor · Request reason · …
Sign-in
Standard client login only
Layout
Single page · up to 5 attachments
Reject proposalReview portal build
03 You confirm
Build this portal?
Nothing is created until you confirm. Your permissions and the workspace’s current state are checked again before it runs.
Keep reviewingConfirm and build portal
04 It exists
CompletedClient portal
Northline Purchasing Requests
Complete the details below for your purchasing request.
Need-by date *10/15/2026
VendorAster Office Supply

Illustration drawn from a recorded Copilot run (6 September 2026) in a fictional workspace. Field list shortened.