Tickets for settings
A disabled feature flag or a wrong role permission looks like an outage to the person stuck in a clinic.
AI Support Agent · Technical debugging for digital health
Fix platform issuesbefore they become tickets.
InstaPract AI Support Agent sits inside your telehealth and patient platforms. It works out whether a problem is a configuration issue, a user mistake or a real bug, then fixes it on the spot or raises a fully diagnosed ticket against your SLA.
- Instant help for doctors, admins and patients in-app
- Fewer tickets reach your support and engineering teams
- Real bugs arrive with logs, steps and impact already attached
- SOC 2 Type II
- ISO 27001:2022
- HIPAA
- GDPR
- Role-based access
The problem
Most "bugs" aren't bugs, but they still cost a day.
Slow back-and-forth
Support asks for screenshots, browser details and steps to reproduce, while the consultation waits.
Engineers on triage duty
Developers lose build time digging through logs for issues that never needed code changes.
How AI Support Agent works
Diagnose like an engineer. Respond like a concierge.
The agent has read-only access to the same signals your engineers use, and it can only make the changes you pre-approve.
See a live diagnosis →User describes the issue
Through the in-app chat widget, available to every role. Doctors, clerical admins and patients each get answers suited to what they can see and do.
Gathers context automatically
It reads tenant configuration and feature flags, application logs and APM traces, the user's recent activity and audit trail, and the latest release notes and known issues.
Classifies the root cause
It places the issue in one of four categories: configuration, user behaviour, known issue or new bug. Each classification comes with a confidence level and the evidence behind it.
Resolves what it safely can
It guides the user step by step, applies a pre-approved configuration fix, or shares a known workaround, and then confirms the issue is gone.
Escalates with a full diagnosis
For real bugs, it creates a ticket in your service desk with priority, logs and reproduction steps. It starts the SLA timer, routes the ticket to the right team and keeps the user updated.
Inside the product
The diagnosis your engineers would write.
When a ticket is needed, it arrives ready to work on, with no follow-up questions.
Ticket #[ID] · auto-createdP2 · SLA 4h
- Reported by
- Dr. [Name] · Doctor role · [Clinic]
- Symptom
- E-prescription fails to send after the consult
- Classification
- New bug · confidence high
- Evidence
- HTTP 500 from pharmacy service since release [x.y]; 14 affected users across 3 tenants
- Repro steps
- Attached (4 steps, browser and version captured)
- Workaround
- Print-and-sign prescription, shared with user
Illustrative example
Capabilities
Support that understands your platform.
Role-aware answers
Different guidance for doctors, admins, nurses and patients, matched to what each role can access.
Multi-tenant aware
Built for white-label platforms, it understands each client's configuration separately.
Guardrailed actions
It can only apply fixes you pre-approve, and every change is logged and reversible.
Service desk integration
Creates and updates tickets in tools such as Monday.com, Jira and Zendesk, with SLA tracking.
Incident detection
Spots when several users report the same problem and raises a single incident.
Insight reports
Shows recurring issues, training gaps and confusing features to feed your product roadmap.
InstaPract customers
Built into every InstaPract-powered platform.
Hospital IT teams
Level-1 support for patient-facing apps.
Health-tech vendors
Scale support for white-label clients.
Managed service providers
Meet SLAs across many tenants.
- of issues resolved in chat
- 65%
- median time to resolution
- 4.4 hrs
- of tickets fully diagnosed on arrival
- 85%
Connects to
The signals your engineers already trust.
- Tenant config & feature flags
- Application logs
- APM / monitoring
- Audit trail
- Release notes
- Monday.com
- Jira
- Zendesk
Security
Least-privilege by design.
The agent has read-only diagnostics, can only perform pre-approved actions, and masks patient data in the logs it reads. It runs on the same SOC 2 Type II and ISO 27001:2022 certified infrastructure as the InstaPract platform.
Frequently asked questions
Can it change our production settings?
Only the specific, reversible actions you approve, such as re-sending an invite or toggling a user-level setting. Everything else goes to your team.
Does it see patient data?
Diagnostics use masked, technical data. Access follows the reporting user's role, and every lookup is audited.
Does it work with platforms not built by InstaPract?
Yes, through a scoped integration project. We connect it to your logs, configuration and service desk during onboarding.
Which service desks are supported?
Monday.com, Jira and Zendesk, plus any tool with an API or email intake.
What languages can users chat in?
Arabic and English as standard, with more available on request.
Let your engineers build again.
Walk through real support scenarios from your platform with our team.