Assessment report · sample data
Deflect tier-1 support volume across email and web chat for a 6-person support team. Needs to read our existing help centre, hand off cleanly to a human, and report on deflection rate.
Budget: Up to £18,000 / year
Five support-automation platforms were assessed. Helply AI leads on every requirement that carries weight for you: automatic help centre ingestion, full-context handoff, and genuine deflection reporting rather than conversation counts. Resolve Desk is a close second and would be the safer choice if you intend to stay on your current desk. Answerly per-resolution pricing makes the cost unpredictable, and Tickety reporting does not cover email.
Shortlist Helply AI and Resolve Desk. Ask Helply for a 30-day trial against your live help centre and measure deflection directly; ask Resolve Desk what content curation they expect before go-live.
Helply overage rate applies once the resolution allowance is used - model it at twice your current volume. Resolve Desk 90-day reporting window may be too short for a seasonal support pattern.
Helply AI
£12,600/yr
Resolve Desk
£15,400/yr
| Requirement | Helply AIshortlist | Resolve Deskshortlist | Cirrus Support | Answerly | Tickety |
|---|---|---|---|---|---|
| Help centre ingestionweight 5/5 Learns from existing documentation without manual rewriting | Met | Partly met | Met | Met | Partly met |
| Human handoffweight 5/5 Clean escalation with full conversation context | Met | Met | Met | Partly met | Partly met |
| Deflection reportingweight 4/5 Measurable deflection rate, not just chat volume | Met | Met | Met | Partly met | Not met |
| Pricing modelweight 4/5 Predictable cost as volume grows | Met | Met | Partly met | Not met | Met |
| EU hostingweight 3/5 EU processing option available | Met | Met | Met | Not met | Partly met |
| Time to valueweight 3/5 Useful answers within two weeks of setup | Met | Partly met | Not met | Met | Met |
| Overall | 4.6/5 | 4/5 | 3.5/5 | 3.1/5 | 2.8/5 |
Ingests an existing help centre directly and reports deflection against ticket volume. EU processing by default.
Help centre ingestion — Met (5/5)
Point it at a help centre URL and it indexes and re-crawls automatically.
Source: https://example.com/helply/docs
Human handoff — Met (5/5)
Escalation passes the full transcript and confidence score into the agent inbox.
Source: https://example.com/helply/features
Deflection reporting — Met (5/5)
Reports resolved-without-human as a percentage of total contacts, with a weekly trend.
Source: https://example.com/helply/analytics
Pricing model — Met (4/5)
Flat per-seat plus a generous resolution allowance; overage is published.
Source: https://example.com/helply/pricing
EU hosting — Met (5/5)
EU processing is the default for accounts billed in EUR or GBP.
Source: https://example.com/helply/security
Time to value — Met (4/5)
Documented setups going live in under a week using existing documentation.
Source: https://example.com/helply/docs
Strong handoff experience inside an existing desk product. Ingestion needs some manual curation up front.
Help centre ingestion — Partly met (3/5)
Ingestion works but the vendor recommends curating the top 100 articles manually first.
Source: https://example.com/resolvedesk/docs
Human handoff — Met (5/5)
Handoff happens inside the same desk product, so no context is lost.
Source: https://example.com/resolvedesk/features
Deflection reporting — Met (4/5)
Deflection dashboard included; historical comparison limited to 90 days.
Source: https://example.com/resolvedesk/analytics
Pricing model — Met (4/5)
Per-agent pricing with unlimited AI conversations on the top tier.
Source: https://example.com/resolvedesk/pricing
EU hosting — Met (4/5)
UK and EU regions both offered at no extra cost.
Source: https://example.com/resolvedesk/security
Time to value — Partly met (3/5)
Two to three weeks including the recommended content curation.
Source: https://example.com/resolvedesk/onboarding
EU-hosted with solid reporting, priced at the top of the range and a longer setup period.
Help centre ingestion — Met (4/5)
Crawls documentation and supports PDF uploads for internal policy.
Source: https://example.com/cirrus/docs
Human handoff — Met (4/5)
Escalates with transcript and a suggested reply for the agent.
Source: https://example.com/cirrus/features
Deflection reporting — Met (4/5)
Deflection and CSAT reported side by side.
Source: https://example.com/cirrus/analytics
Pricing model — Partly met (3/5)
Annual commitment required; sits at the top of the stated budget.
Source: https://example.com/cirrus/pricing
EU hosting — Met (5/5)
French-hosted, EU-only sub-processors.
Source: https://example.com/cirrus/security
Time to value — Not met (2/5)
Onboarding described as a 4-6 week guided programme.
Source: https://example.com/cirrus/onboarding
Cheapest at low volume but cost scales unpredictably with resolutions. No committed EU region.
Help centre ingestion — Met (4/5)
Automatic crawl with a scheduled refresh.
Source: https://example.com/answerly/docs
Human handoff — Partly met (3/5)
Handoff supported, but only a summary is passed rather than the full transcript.
Source: https://example.com/answerly/features
Deflection reporting — Partly met (3/5)
Reports conversations handled, which is not the same as deflection.
Source: https://example.com/answerly/analytics
Pricing model — Not met (2/5)
Charged per resolution with no cap; cost is hard to forecast at growing volume.
Source: https://example.com/answerly/pricing
EU hosting — Not met (2/5)
No committed EU region; processing described as multi-region.
Source: https://example.com/answerly/security
Time to value — Met (4/5)
Live in a couple of days for a simple help centre.
Source: https://example.com/answerly/docs
Inexpensive and quick to set up, but deflection reporting is limited to chat sessions only.
Help centre ingestion — Partly met (3/5)
Supports a sitemap import; no automatic re-crawl.
Source: https://example.com/tickety/docs
Human handoff — Partly met (3/5)
Handoff via email only, which breaks the live chat experience.
Source: https://example.com/tickety/features
Deflection reporting — Not met (2/5)
Reporting covers chat sessions only, not email contacts.
Source: https://example.com/tickety/analytics
Pricing model — Met (5/5)
Flat £700/month with no usage component.
Source: https://example.com/tickety/pricing
EU hosting — Partly met (3/5)
EU region available on request, not documented publicly.
Source: https://example.com/tickety/security
Time to value — Met (4/5)
Setup measured in hours for a small documentation set.
Source: https://example.com/tickety/docs