Inbox Automation now features Image-Based Ticket Resolution
Image-Based Ticket Resolution is a new capability within Remark’s Inbox Automation designed to help teams act on customer-submitted images. Instead of leaving photos for humans to interpret later, Remark can now analyze what’s shown in an image and use that understanding to determine how a ticket should be handled, bringing visual context directly into the automation layer of the inbox.
With Image-Based Ticket Resolution, images become actionable inputs rather than static references. When a customer uploads a photo of product damage, Remark can assess whether the issue appears eligible for a warranty claim. When a customer shares an image of a poorly installed system, Remark can identify likely problems and provide troubleshooting guidance. And when an issue is complex or ambiguous, Remark can escalate the ticket to a human agent.
Why visual triage matters in modern support
Support teams are often asked to make decisions without enough context. The fastest way to understand what’s really happening is through a photo, but photos still slow teams down when they require manual review.
By allowing Inbox Automation to interpret images directly, Remark helps teams make better decisions earlier in the support process. Issues are understood sooner, responses are more accurate, and unnecessary back-and-forth is reduced before it ever reaches a human.
Faster decisions without sacrificing judgment
Image-Based Ticket Resolution is not about removing humans from support. It’s about reserving human judgment for the moments when it adds the most value.
When visual evidence clearly points to a straightforward outcome, tickets can be resolved or guided automatically. When nuance, policy interpretation, or edge cases are involved, those tickets are escalated with richer context and less guesswork. The result is a support experience that feels both faster and more thoughtful.
Looking ahead
Image-Based Ticket Resolution is one step in a broader effort to make Inbox Automation smarter, more adaptive, and better aligned with how real support issues show up. As customers continue to share richer context and as teams are asked to do more with less, the ability to assess and act on that context becomes essential.
Share
