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 — 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 Sidebar Visibility in agent settings.
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 sets up default ticket-creation behavior and reveals the Help Desk workspace.
- The workspace (the Help Desk sidebar section) — where your team 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 context that led to the ticket
- 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 situation matches your ticket-creation rules (for example the customer asks for a human, reports an unresolved problem, sounds upset, or raises a billing issue).
- Manually — anyone on your team can open a ticket with a title, description, priority, and assignment.
You control auto-creation in Help Desk → Settings.
Settings#
Open Help Desk → Settings. Tabs include:
| Tab | What you configure |
|---|---|
| Ticket creation | Whether tickets are created automatically, and when. Optionally auto-pause the AI. |
| Team & routing | Default team for new tickets and how work is assigned. |
| Schedule | Working hours, days, and timezone so routing respects office hours. |
| Customer updates | How customers are kept informed while a ticket is open. |
| Email intake | Forwarding address, drafts, and when email becomes a ticket. |
How Help Desk Fits With Activity#
| Surface | What it's for |
|---|---|
| Activity | The live customer conversation and quick human takeover |
| Escalations | Rules that notify, pause AI, or flag work for people |
| Help Desk ticket | A human-owned support case with assignment, status, and notes |
Use Activity for the conversation. Use Help Desk when the issue needs ownership and tracking until it's solved.
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
- Escalations — rules that decide what gets escalated
- Teams & Members — who can be assigned tickets