SXP.ai
AI service automation for TOPdesk

AI that reads incoming TOPdesk incidents, acts across your systems, and resolves tickets in TOPdesk

An AI agent that reads incoming TOPdesk incidents from students and staff, finds the answer - whether in your TOPdesk knowledge articles or beyond TOPdesk in any university system, such as SITS or Canvas, and your university content - and sends a personal response automatically, escalating only when needed. Built for higher education and governed by design - it can only act within the scope and rules you set.

See it in action
Book a 20-minute live demo
Watch the agent read, reason, act across systems and respond - using a realistic university scenario.
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Estimate the value
Calculate for your institution
A quick value calculator showing projected tickets auto-resolved, staff time recovered, and response-time improvement.
Calculate
What the agent does

An agent that takes action

The agent goes beyond conversation. It reads incoming TOPdesk incidents, checks your campus systems and knowledge articles, and actually resolves the incident in TOPdesk - so the enquiry is answered, not just acknowledged.

End-to-end flow
1
Reads incident
An incoming TOPdesk incident arrives. The agent reads, classifies, and prioritises all within TOPdesk itself.
2
Checks systems
Checks your TOPdesk knowledge articles and, beyond TOPdesk, any university system, such as SITS or Canvas, to find the answer.
3
Acts or responds
Creates and sends a personal response automatically, resolves the incident, or escalates to a human where the case warrants it.
4
Logs in TOPdesk
Every action is fully logged in TOPdesk - auditable, reviewable, and attributable to the agent.
5
Notifies user
TOPdesk emails the response back to the user. Where a student app is in use (campusM, myday, or equivalent), the agent can also push a notification to let the user know a response is waiting.
Beyond the service desk

Answers that aren't in TOPdesk

The tickets that take the most staff time are often the ones whose answers aren't in the service desk: enrolment status, module access, timetables, finance. SXP.ai connects to any higher education system - student records such as SITS, VLEs such as Canvas or Moodle, timetabling, finance - and your university content, so the agent can resolve them automatically. Connect one category to SITS and you've automated tickets that were never automatable before.

Estimate the value

What could this be worth at your university?

A quick calculator for the specific use case of AI service automation in TOPdesk, across incidents from students and staff.

Want your real number? Send us a month of anonymised tickets and we'll show you which ones could be resolved automatically, including those that need answers from beyond TOPdesk.

Your institution

students
per year
£ per hour
minutes
%

Projected annual value

Based on your inputs for a 20,000-student university.

£0
Staff value recovered per year
Tickets auto-resolved per year 0
Staff hours recovered 0
FTE equivalent freed 0 FTE
First-response time instant, 24/7
Sensitivity range: £0 - £0 per year based on ±20% on auto-resolution rate.
Book a demo to see how we'd deliver this

How we calculate this

This estimates the staff-time value recovered by deploying the agent on TOPdesk email. Defaults sit in the middle of ranges we see in real higher education deployments, not at the optimistic end.

  • Ticket volumesIf unknown, we estimate roughly 5 tickets per student per year. This reflects tickets from students and staff combined - UK HE staff headcount is typically 20-25% of student population, so staff-generated tickets are folded into this per-student ratio.
  • Handling timeDefault 8 minutes per ticket. UK HE service desk benchmarks typically fall in 5-15 minutes.
  • Auto-resolution rateDefault 55%. Adjust to reflect the profile of your own service desk tickets.
  • Staff cost£28/hour fully loaded for a professional services role. Adjust to your institution.
  • SXP.ai costsDoes not include platform or set-up costs. This is the gross staff-time value to offset against those costs, not a net ROI.

It also does not capture the qualitative benefits: 24/7 availability, consistency, faster response, and the student-experience impact of being answered immediately. This calculator is a planning aid, not a quotation or commitment.