Thinkwell

A unified service desk
from HQ to the field

A unified service desk from HQ to the field

Thinkwell gives companies with frontline and desk-based teams one omnichannel service desk, with AI agents that resolve routine requests across SMS, mobile, email, chat, and desktop.

Say Hello

Say Hello

Built and backed by
leaders from:

Built different

An AI-native ITSM for companies with physical operations

Most service desks were not built for companies with frontline teams, distributed sites, and real on-site work. Thinkwell is.

It can work with your current ITSM or act as the service desk itself. AI handles the routine work, and escalates the rest to internal teams or local technicians when on-site follow-through is needed.

Thinkwell
AI Service Desk
0resolved

A single front door for every team, channel, and location

Texts, emails, calls, chats, walk-ups. Thinkwell turns the chaos into one resolution path, handling the routine work and routing the rest with context.

Incoming
Resolved
WhatsApp
Auto-resolved
Email
Routed to Internal IT
Phone call
Routed to Local MSP
Teams / Slack
Routed to Facilities
Walk-up
Routed to Ops
Text / SMS
Tracked & reported
Thinkwell
AI Service Desk

Chaos in. Order out.

Works across
Every team
Every channel
Every location
Every shift

Frontline Ready

Support that starts where your teams already are

When it is easy to ask for help, issues get reported faster and work gets moving sooner. Thinkwell works across SMS, mobile, chat, email, and desktop, so people can start in the channels they already use and stay updated as requests are resolved.

Frontline Ready

Support that starts where your teams already are

When it is easy to ask for help, issues get reported faster and work gets moving sooner. Thinkwell works across SMS, mobile, chat, email, and desktop, so people can start in the channels they already use and stay updated as requests are resolved.

Frontline Ready

Support that starts where your teams already are

When it is easy to ask for help, issues get reported faster and work gets moving sooner. Thinkwell works across SMS, mobile, chat, email, and desktop, so people can start in the channels they already use and stay updated as requests are resolved.

Agents

AI that knows when to act, escalate, or dispatch

Most AI agents classify tickets and send them to another queue. Thinkwell resolves the common issues directly and escalates only when a human is needed. When that happens, the handoff is clean. Context stays intact, the right team is looped in, and local partners can step in when remote resolution is not enough.

Agents

AI that knows when to act, escalate, or dispatch

Most AI agents classify tickets and send them to another queue. Thinkwell resolves the common issues directly and escalates only when a human is needed. When that happens, the handoff is clean. Context stays intact, the right team is looped in, and local partners can step in when remote resolution is not enough.

Agents

AI that knows when to act, escalate, or dispatch

Most AI agents classify tickets and send them to another queue. Thinkwell resolves the common issues directly and escalates only when a human is needed. When that happens, the handoff is clean. Context stays intact, the right team is looped in, and local partners can step in when remote resolution is not enough.

In the Field

On-site support, without leaving the system

Some issues need more than software or remote help. They need someone on site who can actually do the work. Thinkwell can dispatch your existing vendors or bring in one of our 100+ local partners when needed, while keeping the handoff, status, and resolution in one system.

In the Field

On-site support, without leaving the system

Some issues need more than software or remote help. They need someone on site who can actually do the work. Thinkwell can dispatch your existing vendors or bring in one of our 100+ local partners when needed, while keeping the handoff, status, and resolution in one system.

In the Field

On-site support, without leaving the system

Some issues need more than software or remote help. They need someone on site who can actually do the work. Thinkwell can dispatch your existing vendors or bring in one of our 100+ local partners when needed, while keeping the handoff, status, and resolution in one system.

Platform

Describe it once.
Automate it forever.

Tell Thinkwell how work should be handled once. It turns that into repeatable execution across teams, channels, assets, and sites.

Playbooks

Turn repeat work into repeatable logic. Thinkwell spots common ticket patterns, suggests automations, and lets you describe new workflows in natural language instead of building them by hand.

Playbooks

Turn repeat work into repeatable logic. Thinkwell spots common ticket patterns, suggests automations, and lets you describe new workflows in natural language instead of building them by hand.

Playbooks

Turn repeat work into repeatable logic. Thinkwell spots common ticket patterns, suggests automations, and lets you describe new workflows in natural language instead of building them by hand.

Agents

Agents use your Playbooks to resolve routine issues, ask the right follow-up questions, and escalate with context when needed.

Agents

Agents use your Playbooks to resolve routine issues, ask the right follow-up questions, and escalate with context when needed.

Agents

Agents use your Playbooks to resolve routine issues, ask the right follow-up questions, and escalate with context when needed.

Assets

Every request is tied to the right asset and location, so routing, troubleshooting, and dispatch reflect what is actually happening on the ground.

Assets

Every request is tied to the right asset and location, so routing, troubleshooting, and dispatch reflect what is actually happening on the ground.

Assets

Every request is tied to the right asset and location, so routing, troubleshooting, and dispatch reflect what is actually happening on the ground.

Knowledge Base

Thinkwell grounds workflows in a knowledge base built from your real data, including existing docs, connected tools, and the history of resolved issues.

Knowledge Base

Thinkwell grounds workflows in a knowledge base built from your real data, including existing docs, connected tools, and the history of resolved issues.

Knowledge Base

Thinkwell grounds workflows in a knowledge base built from your real data, including existing docs, connected tools, and the history of resolved issues.

Analytics

Unprecedented visibility across every site, asset, and team

Surface the operational friction behind the tickets, so you can see where issues keep repeating, where teams are getting stuck, and where AI or automation can reduce the load.

One view across every site
Open tickets
142↓ 18%
all sites · 7 days
SLA compliance
HQ97%
Stores94%
Warehouse91%
Hotels98%
Auto-resolved
81%↑ 29%
no human touch · 7 days
Avg. resolution
4.2min↓ 31%
down from 6.1 min · 30 days
THINKWELLAI SERVICE DESKHQCorporate ITLocal officesRegional teamsRetail locationsStorefrontsWarehousesDistributionRemote sitesField operations
Every team
Every location
Every shift

How we work

From signed to live in days, not months.

You do not need to design the whole system from scratch. Thinkwell comes with the workflows, governance, and escalation paths needed to start quickly and operate with control.

Say Hello

Say Hello

01

Connect

Day 1

Plug Thinkwell into the systems, channels, and identity tools you already have, so it fits your environment from the start.

02

Configure

Week 1

Built-in routing, approvals, and guardrails are adapted to your teams, sites, and policies, without months of implementation work.

03

Launch & Optimize

Ongoing

Launch quickly across teams, start resolving real requests, and expand coverage as Thinkwell learns where to automate and where to escalate.

Works with what you have.

Connect Thinkwell to your existing ITSM, ticketing tools, identity systems, and support channels. No rip-and-replace. No new system of record.

How we work

From signed to live in days, not months.

You do not need to design the whole system from scratch. Thinkwell comes with the workflows, governance, and escalation paths needed to start quickly and operate with control.

Say Hello

Say Hello

01

Connect

Day 1

Plug Thinkwell into the systems, channels, and identity tools you already have, so it fits your environment from the start.

02

Configure

Week 1

Built-in routing, approvals, and guardrails are adapted to your teams, sites, and policies, without months of implementation work.

03

Launch & Optimize

Ongoing

Launch quickly across teams, start resolving real requests, and expand coverage as Thinkwell learns where to automate and where to escalate.

How we work

From signed to live in days, not months.

You do not need to design the whole system from scratch. Thinkwell comes with the workflows, governance, and escalation paths needed to start quickly and operate with control.

Say Hello

Say Hello

01

Connect

Day 1

Plug Thinkwell into the systems, channels, and identity tools you already have, so it fits your environment from the start.

02

Configure

Week 1

Built-in routing, approvals, and guardrails are adapted to your teams, sites, and policies, without months of implementation work.

03

Launch & Optimize

Ongoing

Launch quickly across teams, start resolving real requests, and expand coverage as Thinkwell learns where to automate and where to escalate.