Everything you need to know — from signing up to converting your first ticket into a published SOP. This guide covers every feature across the entire platform.
Getting up and running on Grahm AI takes about two minutes. Here's how to go from zero to your first SOP.
Visit grahmai.com and click Start Free — No Credit Card. Sign up with your email and password. You'll land on the main dashboard immediately — no email verification required to start exploring.
On your first visit to Grahm Tickets, a 5-step guided tour walks you through the key concepts: demo tickets are pre-loaded, AI triage is demonstrated, multiple views (Dashboard, Table, Kanban, My Queue) are introduced, and the Ticket-to-SOP conversion loop is explained. You can skip anytime or click through at your own pace.
New accounts come with a demo data seeder — pre-populated tickets across different categories and statuses so you can immediately see how dashboards, boards, and AI features work without entering anything yourself.
The sidebar is your home base. It gives you access to the SOP Knowledge Base (guides, templates, library) and Grahm Tickets (service desk, dashboard, boards). Settings, billing, and integrations are accessible from the sidebar as well.
At its core, Grahm AI is a knowledge management system. Every resolved issue, every documented process, every team insight gets captured as a standard operating procedure (SOP) that your organization can reference forever.
There are four ways to create a new SOP in Grahm AI:
Write SOPs from scratch using the built-in rich editor. Add steps, notes, categories, and tags. Great for documenting processes you already know by heart.
All PlansDescribe the problem and Grahm AI generates a complete SOP with structured steps, risk scoring, and suggested edits. Uses OpenAI via the secure ai-proxy edge function.
Record any process on your screen and Grahm AI transforms it into a step-by-step guide with screenshots automatically. Perfect for capturing workflows that are hard to describe in writing.
All PlansThe flagship feature. Resolve a support ticket and convert it directly into a polished SOP with one click. The AI extracts the problem, solution, and context automatically.
Pro+Pre-built SOP templates give you a head start for common IT scenarios — password resets, onboarding checklists, incident response, and more. Free users get access to basic templates; Pro and above can create and save custom templates.
SOPs live in a searchable, sortable Team Library. You can organize them into folders, mark favorites for quick access, and use full-text search to find any guide instantly. Team-specific or organization-wide sharing is controlled per SOP.
Every SOP can be shared via three visibility modes:
grahmai.com/#/pub/your-slugSOPs can be exported as DOCX or PDF files for offline use, client delivery, or compliance archives. Export is available on Pro plans and above.
Grahm Tickets is a built-in help desk and ticketing system designed for IT operations. It's where support requests come in and where knowledge gets created as a natural byproduct of resolving issues.
Switch between views depending on how you prefer to work:
High-level metrics at a glance — open tickets, resolution times, SLA status, tickets by category, priority distribution. Your operational command center.
Spreadsheet-style listing of all tickets with sortable columns, inline filters, and bulk actions. Power users love this for triaging large queues.
Drag-and-drop cards across status columns (Open → In Progress → Resolved → Closed). Visual and intuitive for managing ticket flow.
Filtered view showing only tickets assigned to you. Focus on your workload without distraction.
Click any ticket to open a full detail drawer. Here you can see the complete ticket info, add comments, view the activity log (every status change, assignment, and action is recorded), run AI triage, find similar tickets, set SLA deadlines, and convert the ticket into an SOP.
Create customizable public forms that anyone can use to submit a ticket — no login required. Share the form URL with your end users, embed it on an internal portal, or link it from your website. Submissions automatically create tickets in your Grahm Tickets queue.
Form fields, branding, categories, and required fields are all configurable per workspace.
Set service level agreements per priority level. Define response time and resolution time targets. The SLA engine tracks deadlines in real time and triggers notifications (including webhook alerts) when an SLA is about to breach or has breached.
Create if-this-then-that style automations. Examples: auto-assign tickets with "network" in the title to the network team, auto-escalate tickets that have been open for 48 hours, auto-close tickets that have been resolved for 7 days.
Give your end users a portal where they can check the status of their submitted tickets, add comments, and see resolution updates — without needing access to the full Grahm Tickets interface.
Automatic email notifications for ticket creation, assignment changes, status updates, comments, and SLA breaches. Powered by nodemailer and Gmail SMTP — configured once in your environment and it just works.
This is Grahm AI's core value proposition: every resolved support ticket is a knowledge asset waiting to be captured. Here's how the pipeline works end to end.
A ticket comes in through a public intake form, email, CSV import, Zendesk sync, universal webhook, or manual creation. It lands in your Grahm Tickets queue.
AI triage analyzes the ticket — extracting category, priority, suggested assignee, and a summary. The ticket content is normalized into a consistent format regardless of how it arrived.
Each ticket is embedded as a vector using OpenAI's text-embedding-3-small model and stored in pgvector. This enables semantic search, duplicate detection, and clustering.
When you resolve a ticket, the Convert to SOP button appears. One click sends the ticket content (problem, resolution steps, context) to the AI, which generates a complete, structured SOP.
Before publishing, the generated SOP goes through an AI quality review that checks for completeness, clarity, accuracy, and risk. Each SOP gets a risk score and suggested edits.
Approve the SOP and publish it to your library. Optionally share it with the community (anonymized) so other IT teams can benefit from your solution.
AI runs through the entire Grahm AI platform. Here's every feature powered by artificial intelligence.
Automatically categorizes, prioritizes, and suggests an assignee for incoming tickets based on content analysis.
Uses pgvector embeddings to find semantically similar tickets — even when the wording is completely different. Surfaces duplicates before your team wastes time on the same issue twice.
Groups related tickets into clusters using vector similarity. Reveals patterns like "we're getting a lot of VPN issues this week" before anyone notices manually.
Converts resolved tickets or manual prompts into complete, structured SOPs with steps, warnings, prerequisites, and troubleshooting sections.
Reviews generated SOPs for completeness, clarity, and risk. Outputs a risk score and actionable edit suggestions before you publish.
Detects overlapping SOPs and offers to intelligently merge them — combining the best steps from each into one comprehensive guide.
ai-proxy Supabase Edge Function, which securely calls OpenAI on the backend. Your API keys are never exposed to the browser.
One of Grahm AI's most unique features: a shared, anonymized library of how IT teams around the world solve common problems.
When you publish an SOP, you have the option to toggle Share with Community. If enabled, a sanitized version of your SOP is contributed to the global community library. The sanitization engine automatically strips all personally identifiable information — emails, IP addresses, hostnames, domain names, ticket IDs, names, UNC paths, serial numbers, and Active Directory references — before anything goes public.
The 🌐 Community Fixes section lets you browse patterns contributed by other teams. Filter by category, sort by popularity (most helpful votes), environments (most commonly seen), or contributions. When you're working on a ticket, the Find Similar button shows how other teams solved the same issue.
Every community pattern has 👍 and 👎 buttons. Votes feed into a success rate calculation that surfaces the most reliable solutions first. Each user gets one vote per pattern — no duplicate voting.
If you contribute a fix that matches an existing community pattern (above 80% vector similarity), it enhances the existing pattern instead of creating a duplicate — increasing its environment count and contribution tally.
Grahm AI connects to the tools you already use so tickets flow in and notifications flow out automatically.
Go to Settings → Add Zendesk → enter your subdomain, email, and API token → Test → Sync. Resolved tickets from Zendesk are pulled and normalized automatically.
Generate an API key in Settings, then give any external system your webhook endpoint URL. Works with Freshdesk, Jira, ServiceNow, or any system that can send HTTP POST requests. Also compatible with Zapier, Make, and n8n.
Upload a CSV file of tickets for bulk import. Map your columns to Grahm AI fields and import everything in one go.
Share a customizable web form URL with end users. No login required — submissions auto-create tickets.
Configure webhook notifications in the Settings modal to push events to Slack, Microsoft Teams, Discord, or any custom endpoint.
| Event | Triggers When |
|---|---|
| New Ticket Created | A ticket is created from any source |
| Status Changed | Any ticket status transition |
| Ticket Assigned | Assignee is changed or set |
| SLA Breach | An SLA deadline is exceeded |
| Comment Added | A new comment is posted on a ticket |
| Ticket Resolved | Status is set to Resolved |
In Grahm Tickets, click the Webhooks button in the topbar. Add a webhook by providing a name, selecting the platform (Slack, Teams, Discord, or Custom), pasting the webhook URL, and toggling which events to listen for. Use the Test button to send a sample message and verify your setup.
/api/webhook-proxy) so there are no browser CORS issues. Only HTTPS URLs are allowed.
Grahm AI gives you visibility into your operations at every level.
The Grahm Tickets dashboard shows real-time metrics: open ticket count, average resolution time, SLA compliance rate, tickets by priority, tickets by category, and trend charts over time.
Identifies categories where tickets keep coming in but no SOPs exist yet. These are your knowledge gaps — the areas where creating documentation would have the biggest impact on reducing repeat tickets.
Uses semantic clustering to detect recurring patterns. Surfaces insights like "VPN connectivity issues spiked 300% this week" or "password reset tickets account for 40% of all volume."
AI-generated weekly summary of your operational health — top issues, resolution efficiency, knowledge coverage, and actionable recommendations.
Polished, presentation-ready reports covering SLA performance, team productivity, knowledge base growth, and operational trends. Designed to be shared with leadership.
Invite team members to your workspace. Pro plans support up to 5 team members; Business plans offer unlimited seats. Team members can be assigned tickets, collaborate on SOPs, and share knowledge.
RBAC lets you define who can do what. Assign roles like Admin, Agent, and Viewer with granular permissions over ticket management, SOP publishing, settings access, and team management.
White-label your workspace with custom branding — logo, colors, and portal appearance. Great for MSPs and agencies that manage IT for multiple clients.
Every action is logged: ticket changes, SOP edits, user logins, settings modifications. Exportable for compliance and review purposes.
Grahm AI offers four tiers. Start free, upgrade when you need more power.
| Feature | Free $0 | Pro $29/mo | Business $79/mo | Enterprise Gold |
|---|---|---|---|---|
| Manual SOP guides | Unlimited | Unlimited | Unlimited | Unlimited |
| AI generations | 10/month | Unlimited | Unlimited | Unlimited |
| Screen recording | ✓ | ✓ | ✓ | ✓ |
| Templates | Basic | Custom | Custom | Custom |
| Public sharing | ✓ | ✓ | ✓ | ✓ |
| DOCX/PDF export | — | ✓ | ✓ | ✓ |
| Grahm Tickets | — | Basic | Full | Full + AI Ops |
| Ticket → SOP conversion | — | ✓ | ✓ | ✓ |
| AI triage & duplicate detection | — | — | — | ✓ |
| SLA engine | — | — | ✓ | ✓ |
| Automation recipes | — | — | ✓ | ✓ |
| Team members | 1 | 5 | Unlimited | Unlimited |
| RBAC | — | — | ✓ | ✓ |
| Webhook integrations | — | ✓ | ✓ | ✓ |
| Zendesk sync | — | ✓ | ✓ | ✓ |
| Custom branding | — | — | ✓ | ✓ |
| Executive reports | — | — | — | ✓ |
| Weekly AI insights | — | — | — | ✓ |
| Customer portal | — | ✓ | ✓ | ✓ |
| Community fix patterns | View only | Contribute | Contribute | Contribute |
| Support | Community | Priority | Dedicated | |
| Pricing | Free | $29/mo | $79/mo | Custom |