Spikes
During system changes, we need to absorb ticket spikes without adding headcount every time.
Resolve service tickets fastercheapersmarter without replacing your services
Reera is the AI layer that classifies every ticket, routes it to the right team, and surfaces resolution insights from your own data. Works with ServiceNow, Jira, and Zendesk.
Trusted by Enterprise IT Teams
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The Challenge
Scale ticket operations without scaling chaos, cost, or headcount.
Recurring
We need to stop fixing the same incidents repeatedly and start resolving root causes before costs keep rising.
Routing
We need tickets to reach the right owner faster, with far less manual triage and cross-team back-and-forth.
Across teams, the pattern is the same: manual triage, recurring incidents, and transformation-driven ticket spikes are creating avoidable delay and cost.
Measurable Impact
Two weeks. Three numbers that move.
Based on a 2-week enterprise IT pilot.
Features
One platform. Four capabilities your IT team will actually use.
Built to live on top of ServiceNow, Jira, and Zendesk, not replace them.
The AI reads every ticket the moment it arrives.
Category, priority, and likely owner, all classified in under a second, with explainable confidence scores you can trust.
Auto-taggingConfidence scoringSelf-learning
First assignment. Right team. Every time.
84% first-touch accuracy out of the box. Cuts costly reassignments from 3+ down to under 2 per ticket.
Smart routing84% accuracyZero ping-pong
Spot the pattern before it becomes a P1.
Reera clusters recurring tickets to surface the underlying problem, so you fix the cause, not the symptom.
Pattern detectionCluster analysisEarly warning
Prove the value with numbers, not promises.
MTTR, reassignment rate, and projected savings, tracked against your own baseline. Automatically.
Live MTTRROI trackingExportable reports
How it works
From your first ticket to a fully running AI layer, in five steps.
No rip-and-replace. No code changes. Reera plugs in, learns from your history, and goes live.
1
Connect
Plug into the stack you already use.
Connect Reera to your service management system in minutes. No code changes, no migrations, no rip-and-replace.
ServiceNowJiraZendeskConfluenceCSV
2
Learn
Trained on your history. Not generic templates.
Reera analyzes your last 12 months of incidents and builds a private RAG knowledge base on your own data: categories, priorities, resolutions, root causes.
12-month replayRAG indexYour data only
3
Triage
The live engine on every incoming ticket.
Reera reads each ticket the moment it arrives, pulls RAG context from your own history, and enriches it in one pass.
Classify
Route
Problem cluster
AI resolution suggestions
4
Resolve
Human-in-the-loop. One click to decide.
Your team reviews AI suggestions in the Triage Review queue. Approve to commit, or override to teach the model. Every correction trains it further.
One-click approveOverride anytimeSelf-learning
5
Sync
Approved actions write back automatically.
Every approved decision flows back to your ITSM in real time: category, owner, priority, resolution notes. No copy-paste. No second system to keep in sync.
Two-way syncReal-timeAudit trail
Integrations
Works where your tickets already live.
Two-way sync with the ITSM tools your team already uses. No migration. No rip-and-replace.
Security & Data
Built for enterprise data requirements.
Reera processes ticket metadata only, never attachments or credentials. Your data stays yours, always.
- AES-256 at rest
- TLS 1.3 in transit
- OAuth 2.0
- SAML SSO
- SCIM provisioning
- Role-based access
- Audit logs
-
GDPRData-subject rights honored -
SOC 2 Type IITrust services audit -
ISO/IEC 27001Information security mgmt -
Google CloudHosted on GCP -
EU Data ResidencyAll processing in EU regions
This was the first time we could clearly see operational improvement and financial impact at the same time.
Rafael
IT Service Manager · GAES (una marca Amplifon)
Frequently Asked
Answers for security, IT, and procurement teams.
Everything enterprise reviewers ask before signing. We cover data handling, integrations, model governance, and commercial terms.
All data is encrypted in transit with TLS 1.3 and at rest with AES-256. Reera is hosted on Google Cloud Platform with EU-only data residency by default; US regions are available on request. Customers can opt for a single-tenant deployment with isolated infrastructure and dedicated KMS keys.
Reera is fully GDPR-aligned (DPA available) and operates under an ISMS modeled on ISO/IEC 27001. SOC 2 Type II is in active progress with a Big-Four auditor; the most recent observation period report and security questionnaire (CAIQ-Lite, SIG-Lite) are available under NDA from your account team.
No. Customer data is never used to train shared or third-party foundation models. Routing and resolution suggestions are produced by tenant-scoped models trained only on your own historical tickets. Inference traffic to LLM providers is metadata-only by default and runs through zero-retention endpoints.
Yes. Reera supports SAML 2.0 and OpenID Connect SSO (Okta, Azure AD/Entra ID, Google Workspace, Ping), SCIM 2.0 user and group provisioning, and granular role-based access control. Every privileged action is captured in immutable audit logs that can be streamed to your SIEM via webhook or syslog.
Reera installs as a sidecar alongside your existing ITSM. No replacement, no schema changes. We connect via the official REST APIs (ServiceNow Table API, Jira Cloud API, Zendesk Support API) using a least-privilege service account. Historical tickets can also be bulk-imported via CSV or S3 drops for an initial training set.
Most enterprise deployments are live within 1–2 weeks. The standard plan: day 1–2 connect data source and ingest a 90-day ticket history; day 3–7 calibrate routing on your taxonomy and review with your service owner; day 8–14 enable triage suggestions in shadow mode, then production. Your side: a single technical owner (~3 hours/week) and a service-management SME for taxonomy review.
Yes. Default is multi-tenant with EU data residency. Enterprise plans support fully isolated single-tenant on GCP (Frankfurt or Belgium) with a dedicated VPC, KMS, and private connectivity. On-prem and air-gapped deployments are available on request via our customer-managed Kubernetes installer; engagement model and timeline differ. Your account team can scope it.
Across pilots in Southern Europe, Reera reaches 84%+ first-assignment accuracy and reduces mean time to resolution by 30–45% within the first two weeks. We measure on a frozen hold-out set you provide and report precision, recall, and confidence-stratified accuracy weekly during the pilot. Every suggestion ships with a calibrated confidence score so your team can focus review on the long tail.
Always. Every suggestion flows through the Triage Review queue, where agents can approve, reject, or override in one click. The model learns from your corrections via supervised fine-tuning on your tenant only. A full decision log (input, suggestion, confidence, human action, final outcome) is retained per ticket and exportable for audit.
Reera is priced per resolved ticket, with annual volume tiers: predictable, no per-seat fees, and no charge for unused capacity. Enterprise contracts include 99.9% uptime SLA, named customer success, the DPA and security package (ISO/IEC 27001 SoA, pen-test summary, SOC 2 Type II report when available), and quarterly business reviews. Pilots are fixed-fee for two weeks before any commitment.
No questions match that search.
- EU data residencyDefault on GCP
- 1–2 week deployLive in production
- 84%+ accuracyFirst-assignment
- 99.9% uptime SLAEnterprise plan
Don't see your question? Email security@reera.io for the full enterprise security package, or book a working session with our solutions team.