Help desk overview
One ticket inbox for every door: chat handoffs, voicemails, missed calls, workflow escalations. Channel badges, assignment, scheduling, translation, and AI-drafted replies.
View as MarkdownThe help desk is where humans take over. Everything the AI shouldn't finish — "talk to a person", a voicemail, a refund request, a failed answer — becomes a ticket in one inbox, with a channel badge and the full conversation attached, so nobody repeats themselves.
Where tickets come from
| Source | Example |
|---|---|
| Chat handoff | The website visitor asks for a human; the ticket opens with the transcript. |
| Voice | A voicemail arrives transcribed as a ticket; missed and after-hours calls can ticket too, per your connection settings. |
| Workflow escalations | Any flow's notify step can open a ticket — "refund requested", "AI couldn't answer", "P1 from an enterprise customer". |
| The support address feeds the same inbox. | |
| Social & SMS | DM and text escalations land with their channel badge. |
Working the inbox
- Assignment — rules route tickets to the right person; manual reassign any time.
- AI-drafted replies — the agent proposes a response from knowledge and history; the human edits and sends.
- Scheduling — business hours drive expectations and after-hours behavior.
- Translation — read and reply across languages; each side sees their own.
- Status & views — open/pending/resolved, filters, and saved views for the queues your team actually works.
Voice tickets are the sleeper feature
The morning shift at a clinic used to start with a full voicemail box. With voicemail → ticket, it starts with a triaged queue: transcribed, attributed to the caller's contact, assignable, and impossible to lose. That one change is most of the "we feel organized now" effect.
Configure the AI to hand off eagerly on the topics that matter (guardrails) — an honest ticket beats a confident wrong answer, and the transcript means the human starts warm.