Tickets, incidents and licence mail, sorted and answered
Kerna sorts the service inbox into support tickets, incidents, project work, procurement and licensing and onboarding, reads quotes, SLAs and incident reports, and drafts each reply for an engineer to check.
Sorted into your categories
Support ticket export
The email IT Services teams work through every day
Ticket replies, outage reports and vendor quotes arrive in one inbox
Licence certificates and quotes arrive as PDFs whose numbers and dates someone retypes
An incident report needs the severity, the start time and the systems affected before anyone can update the client
Clients want plain language, not the engineer's notes
Renewal dates sit in attachments until a licence lapses
When the team shares a support mailbox, two engineers pick up the same request
Your IT Services inbox, sorted the way you sort it
Kerna starts you with five categories built for this industry and hands them to you in your own language. Rename them, rewrite them, or add one of your own. Nothing is fixed and nothing is saved until you say so.
The IT Services documents Kerna already recognises
Five document types with the fields already named, so the first extraction works before you have configured anything. Add your own fields on top. Gmail exports to Google Sheets, Outlook to Excel, a new file every time.
Support ticket export
12 fieldsService agreement (SLA)
18 fieldsHardware or software quote
11 fieldsPlus one row per line: Description, Item code, Quantity, Unit price, Discount, Net amount
Licence certificate
12 fieldsIncident report
11 fieldsRun it on the next IT Services document that arrives
Free to start, in the inbox you already use. Gmail exports to Google Sheets, Outlook exports to Excel and can take every attachment on a message in one pass.
From the email that arrives to the work that's done.
Quotes, licences and incidents, field by field
Hardware and software quotes, SLAs, licence certificates, incident reports and ticket exports, with the fields already named. Gmail exports to Google Sheets, Outlook to Excel.
Replies the client can follow
Kerna summarises the thread and drafts the reply in plain language and in the client's language. An engineer checks it and sends it.
Dates into the calendar
Renewal and maintenance dates found in an email go to the calendar when you choose to, with a warning if they clash.
One engineer on each email (Outlook)
In a shared mailbox such as support@, everyone on your Kerna team sees who is handling each email, where it stands, and when a colleague is already replying. Business and Enterprise.
The IT Services emails you send most, drafted from a short brief
Ten starting topics from the add-on, in any of 45 languages and the tone you choose. You read every draft before it goes.
Frequently asked questions
Does Kerna connect to ServiceNow or Jira?
Not directly. Kerna works inside Gmail and Outlook. Extracted fields export to Google Sheets from Gmail or to Excel from Outlook, and in Outlook, Send to passes a checked form to Make, Zapier or Power Automate, where your automation takes it on.
Where does client infrastructure data go?
Kerna acts only when someone uses a feature and never scans the mailbox in the background. The text a feature needs goes to OpenAI under Zero Data Retention terms, and Kerna does not write email content to its databases, logs or backups. Kerna's servers are in Belgium and account data is stored in Warsaw; OpenAI may process data in the US under Standard Contractual Clauses. The trust page and the DPA have the detail.
Can the team share standard answers?
On Business and Enterprise, a team leader can share prompts with everyone on the team, so common replies start from the same instructions.
How does it handle technical jargon?
The language model handles technical vocabulary. Ask for plainer language with the tone setting or a custom prompt when the reply is for a non-technical client.
Start with what's in your inbox today
Free to install. Free to try. No credit card required.