The support desk that closes its own tickets. With code.
To your customer, Fix-IT is an ordinary email helpdesk. Underneath, every project can be wired to a real codebase — so a support email is triaged, planned, and turned into a reviewed pull request, with a human approving every step.
One desk, from email to merged PR.
An email-driven support system that plugs straight into the ADIS engineering engine — the same one that fixes production incidents.
Six tracked steps from a support email to a merged fix.
A ticket doesn't disappear into a queue. It moves through a defined path — and the pipeline is built to be honest about exactly where it is.
Capture
An email to fix-it@ becomes a ticket — threaded, de-duplicated, and routed to the right project by its address alias. Or it's raised manually, or via API.
Triage
An agent clones the connected repo and reads the real code before deciding anything: answer it, fix it, or ask the requester one clear question back.
Draft & approve
A grounded plan is drafted for review. Nothing runs without passing an editable approval gate — a reviewer signs off, or an AUTO project approves itself.
Build
A coding agent implements the change against your codebase — one pull request per repository that actually changed, never an empty one.
Verify
Install, type-check, lint, and tests run in the worker; failed work is salvaged as a flagged draft PR for a human, never passed off as done.
Resolve
The ticket moves to resolved only on a real merge — then the requester gets a plain-language reply telling them it's live.
An inbox, actually understood.
The hardest part of a helpdesk isn't the tickets — it's the mail. Fix-IT turns a messy inbox into clean, threaded, de-duplicated tickets without ever mailing itself in a loop.
Polling & ingestion
A scheduled IMAP poll turns the inbox into tickets — with a mutex, a hard timeout, and mark-read-only-after-success so nothing is dropped or double-processed.
Alias routing
A fix-it+<alias>@ address maps one shared inbox to many helpdesk projects, falling back to delivery headers and then the default project.
Reply detection
A three-layer cascade — hidden tracking token, then thread headers, then a cleaned subject — decides whether a mail is a reply or a genuinely new ticket.
CC watchers
Everyone CC'd becomes a watcher, matched to a teammate where known. Reply-all merges every watcher into one de-duplicated recipient set — no double emails.
Loop prevention
Bounce, auto-reply, and system-mail detection stops mail loops before they start, and every outbound message is stamped to suppress auto-responders.
Threading & dedup
Message-IDs are stored on every ticket and comment, so the whole quoted history stays intact and no email ever creates a duplicate ticket.
It decides what a ticket needs before it touches code.
Every ticket is read against the real repository and sorted into exactly one of three outcomes — so a reviewer is never asked to approve a fix for something that only needed an answer.
Answer
The question needs no code change. Every claim has to cite a real, verified file or route — then it's sent back as a reply. A wrong answer is worse than an extra pass.
Code fix
A concrete, localized defect in this repository. It falls through into the plan → build → verify → pull-request pipeline.
Needs info
Too ambiguous, or the cause is likely elsewhere. The agent writes one plain-language clarifying question straight to the requester — no internal jargon.
The same engine, whether it's a ticket or an outage.
A support ticket and a live production incident are two front doors to the exact same engineering core — the same worker code, the same tables, the same reviewed pull request at the end.
Draft to reviewed diff, on the agent you choose.
Plan, implement, and verify run on a pluggable coding agent — with per-project, per-stage model choices. Multi-repo tickets clone every connected repository so the fix lands in the right one, and reviewer comments feed straight back into a revision run.
See the approval model →Agents do the work. You hold the gate.
Set the autonomy per project — and independently, nothing is ever dispatched without first passing an editable approval draft. The agents can propose; a person decides how much they get to do.
Off
No automation. Tickets are handled entirely by your team — Fix-IT is a straight, capable helpdesk.
Manual
Agents analyze and draft a plan or answer, but a human must approve before any code runs and before the ticket moves. Full assistance, full control.
Auto
The draft is approved and dispatched on its own, answers can go out unedited, and a real merge moves the ticket — for the projects you trust with it.
One system, four ways in.
From the customer who never logs in, to the agents that write the code — everyone touches the same ticket from the vantage point that fits their job.
Requester
Your customer. They email in and track progress from a public link — no login, no account, just replies that keep them informed.
Support agent
Works tickets inside their projects — public and internal comments, assignment, priority, and status, all scoped by permission.
Project admin
Owns a helpdesk project — its workflow, team, taxonomy, and the link to the codebase that makes its tickets fixable.
The agents
The AI layer that reads the ticket, triages against the real code, drafts the plan, and — once approved — writes and ships the fix.
Point Fix-IT at your next ticket.
Log in with your Off1ce account, or tell us what your support queue looks like today — we'll show you where the fix pipeline fits.