Help Desk
Turn escalations into owned, trackable support tickets — with assignment, statuses, private notes, and working hours.
Help Desk#
When a conversation needs real human ownership — a complaint, a billing problem, a request the AI can't resolve — the Help Desk turns it into a ticket: a work item with an owner, a status, and a history your team can manage to resolution. Find it in your agent's sidebar under Help Desk.
Help Desk is in beta and hidden by default. Turn it on from Agent Studio > Tools > Help Desk, or from the Sidebar Visibility settings in Settings > General.
Turning It On#
Help Desk has two parts that work together:
- The capability (under Agent Studio > Tools > Help Desk) — the master switch. Turning it on creates a default rule for when the AI should open a ticket, and reveals the Help Desk workspace.
- The workspace (the Help Desk sidebar section) — where your team actually works tickets once they exist.
The Tickets Queue#
The workspace organizes tickets into views so everyone knows what's theirs:
| View | Shows |
|---|---|
| Inbox | Tickets assigned to you or your teams |
| Mentions | Tickets where a note mentions you |
| Unassigned | Tickets waiting to be picked up |
| All | Every ticket |
| Solved | Resolved tickets |
Each ticket has a status (open, pending, waiting on customer, waiting on team, solved, closed) and a priority (low, normal, high, urgent).
Inside a ticket you can:
- Read the full conversation timeline
- See linked records and any alerts that triggered it
- Reply to the customer on their original channel
- Leave private notes and @mention teammates
- Assign or reassign, change status and priority, and add labels
- Pause or resume the AI for that conversation
How Tickets Get Created#
- Automatically — when the AI detects a situation your rules describe (for example, the customer asks for a human, reports an unresolved problem, sounds upset, or raises a billing/account issue).
- Manually — anyone on your team can open a ticket with a title, description, priority, and assignment.
You control auto-creation in Settings (below).
Settings#
Open Help Desk > Settings. It has four tabs:
| Tab | What you configure |
|---|---|
| Ticket Rules | Whether tickets are created automatically, and a plain-language description of when to create one. You can also auto-pause the AI when a ticket opens. |
| Assignment | The default team that new auto-created tickets are routed to. |
| Schedule | Each team's working hours, days, and timezone, so tickets route sensibly outside office hours. |
| Channels | Inbound email handling — connect a forwarding address, enable AI email drafts, and choose when email becomes a ticket. |
Tickets vs. Activity Cases vs. Alerts#
These three look similar but do different jobs. Keeping them distinct is what stops things from getting lost:
| Concept | What it is | Example |
|---|---|---|
| Alert Event | A signal that something happened | "Payment failed", "1-star review" |
| Activity Case | The lifecycle of an operational work instance | A booking moving from pending → paid → fulfilled |
| Help Desk Ticket | A human-owned support case with an owner and status | "Customer was double-charged and wants a refund" |
A booking (Activity Case) can run start to finish without ever becoming a ticket. But if the customer escalates partway through, an Alert Event can route to the Help Desk and open a Ticket — which can link back to that booking so your team sees the full story. One ticket can link to zero, one, or many activity cases.
Best Practices#
- Describe escalation in plain language — tell the rule exactly what deserves a ticket.
- Set a default team so nothing lands unassigned.
- Keep working hours current so after-hours tickets route correctly.
- Use private notes and mentions to coordinate without messaging the customer.
Related Pages#
- Activity — where conversations and escalations surface
- Human Review — the rules that decide what gets escalated
- Teams & Members — who can be assigned tickets