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 Automations > 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 Automations > 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