Helpdesk AI

Use the Helpdesk AI Agent

Ask Helpdesk AI about tickets, your published Knowledge Base, Helpdesk features and integrations from anywhere inside the app.

Open Helpdesk AI

The Helpdesk AI Agent is available as a global assistant inside the authenticated Helpdesk app, including on the Knowledge Base page. Open the assistant to start a new conversation.

Use Find a ticket when you want help with a customer conversation.
Ask a question about your organization's published Knowledge Base.
Ask how a Helpdesk feature or integration works.

Work with tickets

Helpdesk AI can summarise tickets you are permitted to access and help you understand the customer issue, conversation context and next steps.

Good to know: The AI Agent only looks up tickets the signed-in user is permitted to access based on the current organization and inbox permissions.

Search and compare Knowledge Base articles

The AI Agent can search your organization's published Knowledge Base and compare a ticket against relevant articles. This can help agents quickly find an existing support process or answer that matches the customer's question.

Good to know: Knowledge Base searches stay inside the signed-in organization. The AI Agent does not search another organization's Knowledge Base.

Recent chats

Helpdesk AI keeps your five most recent conversations so you can return to work you were already doing.

1Open Helpdesk AI.
2Select Recent chats.
3Choose a previous conversation to review it.
4Select Continue conversation to resume where you left off.

Individual recent conversations can be deleted.
You can also clear the full recent-chat list.

Using AI safely

Helpdesk AI is designed to assist your support team, not replace the agent's judgment. Review ticket details, Knowledge Base content and suggested answers before acting on them or sending information to a customer.