Service
AI customer support that drafts answers, sorts tickets and keeps your helpdesk moving
An AI assistant works inside the helpdesk or shared inbox your team already uses. It labels each new message, routes it to the right person and drafts a reply from your knowledge base. Your staff review, edit and send.
- Built for
- Teams with a shared inbox and more than one person answering customers
- Works in
- Zendesk, Freshdesk, Intercom, Chatwoot, respond.io or a shared Gmail inbox
- Staff role
- Approve replies, own refunds and complaints
- Price
- Request a quote
For support teams whose day goes to sorting and retyping
This is AI-powered customer service for the back of the helpdesk. It suits a team where several people answer customers from one queue, and where the same questions are answered many times a week from the same policies.
- Ecommerce stores
- Telco and utility resellers
- Schools
- Travel agencies
- Software firms and BPO teams with a shared inbox and more than one person answering customers
How it works
Arrive
Messages land in one helpdesk
A customer message arrives by email, live chat or a social channel and becomes a ticket in the helpdesk or shared inbox.
Label
Topic, urgency and language
The assistant labels each ticket by topic, urgency and language, so the queue is sorted before a person opens it.
Route
The right queue or person
Routing rules send the ticket to the team or person who handles that topic. This is the automated ticketing system part of the build.
Draft
A reply from your knowledge base
The assistant drafts a reply from your knowledge base and saved replies. On topics you approve, it can answer directly as a customer support chat bot.
Review
Staff review, edit and send
A staff member checks the draft, edits it and sends it. Complex cases, refunds and complaints stay with staff.
Report
A weekly summary
A weekly summary lists the top questions and the gaps in the knowledge base that produced weak drafts.
From a new ticket to an approved reply
- Customer message arrives (Email, chat, social), Automated
- Ticket labelled (Topic, urgency, language), Automated
- Routed to the right queue (Routing rules), Automated
- Reply drafted (Knowledge base), Automated
- Staff review and send (Approval), Your staff
- Top questions summarised (Weekly summary), Automated
What we need from you and what we handle
We need from you
- Admin access to the helpdesk or shared inbox
- Past tickets or saved replies
- Your policies for refunds and escalation
- A support lead who reviews drafts
We handle
- Mapping ticket topics and the queues they belong to
- Labelling and routing rules inside the helpdesk
- Reply drafting for the agreed list of topics
- Escalation rules for urgent or upset customers
- The recurring summary report and written handover notes
What a first project includes and what it leaves out
Included
- One helpdesk or shared inbox
- Ticket labelling and routing
- Reply drafting for an agreed list of topics
- Escalation rules
- A recurring summary report
Left out
- Replacing the helpdesk software
- Phone support
- Fully unattended replies on refund, billing dispute or legal topics
Limits we state plainly
- Drafts can be wrong or miss context. A staff member approves replies on anything involving money, account access or complaints.
- Helpdesk API access and AI add-ons depend on the vendor plan. The plan is checked before scoping.
- Tickets contain personal data. What is sent to the AI provider is limited to what a reply needs and is covered by the provider's business data terms. Handling follows the Data Privacy Act of 2012 (RA 10173) and the privacy notice.
- Results depend on a maintained knowledge base. A named person on your team keeps it current.
Tools and channels involved
Zendesk, Freshdesk, Intercom, Chatwoot, respond.io or a shared Gmail inbox, an AI model, n8n, and your knowledge base or policy documents. No partner status with any helpdesk vendor is claimed.
Ticket logs and weekly summaries can be written to a sheet your team already reads. See the Google Sheets integration. If you need live chat software or a support chat bot on your website first, see the AI chatbot for business service.
What it costs
Cost depends on the scope of the first project and how many channels feed the helpdesk.
AI customer support
Request a quote
Quoted per project after a short review of your channels, volumes and systems.
Request a quoteWhat moves the price
- Scope of the first project
- Number of channels or systems
- Number of reply topics
- Helpdesk plan and API access
- Support level
Questions we get asked
Which helpdesk tasks can AI take on?
Labelling tickets by topic, urgency and language, routing them, drafting replies from your knowledge base, summarising long threads and reporting on what customers ask most. Judgement calls, refunds and complaints stay with staff.
Do staff approve replies before they are sent?
Yes, by default. A staff member reviews and sends each draft. You can allow direct answers on a list of routine topics you approve. Anything involving money, account access or a complaint always goes to a person.
Which helpdesk tools can be connected?
Zendesk, Freshdesk, Intercom, Chatwoot, respond.io and shared Gmail inboxes are the usual ones. What can be automated depends on the API access and AI features of your plan, which we check before scoping.
How is this different from a chatbot?
A chatbot answers customers on a chat channel. This service works behind the helpdesk, for the staff who answer tickets. Many teams use both, and the AI chatbot for business page covers the customer-facing side.
What happens to customer data in tickets?
Only the text needed to label a ticket or draft a reply is sent to the AI provider, under the provider's business data terms. Records stay in the helpdesk account you own.
Next step
Show us what your support queue looks like today.
Tell us which helpdesk or inbox you use, how many people answer and which questions repeat. We will say which tickets an assistant could label and draft, and which stay with your staff.