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The Help Desk is your team’s shared inbox for support tickets. When an agent can’t resolve something on its own, it escalates the conversation into a ticket. Every agent on your team feeds the same inbox, so your operators work from one place no matter which agent or channel the request came from. The Help Desk lives at the team level, in the workspace sidebar next to Agents, Usage, Billing, and Members. Open it from Help Desk in the sidebar.
The Help Desk is available on Pro and Scale plans.

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How it works

1

A conversation becomes a ticket

A ticket is created when an agent escalates a conversation. This happens when the customer asks for a human, or when the agent has tried and can’t resolve the issue. You enable escalation per agent with the Support Handover action (see Per-agent handover below).The conversation keeps running as normal while the ticket waits in the inbox, so the customer is never left in silence. The ticket records which agent escalated it, the original channel, and the requester’s details.
2

The ticket lands in the team inbox

Tickets appear in the Help Desk inbox grouped by status. Each row shows the status, ticket number, requester, assignee, subject, the source agent, priority, channel, and the last activity time.Depending on your team’s assignment method, a ticket either stays unassigned until someone picks it up, or is routed to an available teammate automatically.
3

An operator replies

Open a ticket to see one unified timeline: the full conversation history (the AI messages and any earlier human replies), internal team notes, and a record of what happened to the ticket (assignments, takeovers, status changes, resolutions), all in the order they occurred. Each message shows the channel it came in on.Reply from the composer at the bottom, which has two modes:
  • Reply: goes to the customer. The composer picks the right channel for you and shows it in a selector you can change. If the customer is live on the web widget, Telegram, or WhatsApp, click Take over the chat to pause the AI and reply live there; otherwise the reply is emailed to the customer when an address is on file.
  • Note: an internal note only your team can see. Notes appear inline in the timeline, so the next operator has the full context.
4

Resolve or hand back to the agent

When you’re done, click Resolve to close the ticket. If you took the conversation over live, you can click Hand back to AI to return control to the agent so it continues the conversation as normal.

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The inbox

The inbox organizes tickets into views so operators can focus on what’s theirs:
  • Assigned to me: tickets currently assigned to you
  • All: every ticket in the team inbox
  • Unassigned: tickets waiting for someone to pick them up
  • Resolved: tickets that have been closed
Each ticket moves through statuses as it’s handled: Submitted, In progress, Waiting on customer, and Resolved.

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Operators

Operators are the team members who handle tickets. Each operator has a display name that customers see on live replies, a sending email address for email replies, an optional email signature, and an availability status (online, away, busy, or offline) that the Help Desk uses when routing new tickets.

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Across all channels

The Help Desk works across every connected channel. A request from Telegram, WhatsApp, email, or the web widget appears in the same inbox. When you reply, the composer sends on the right channel for the conversation: the live web, Telegram, or WhatsApp chat once you take it over, or email when an address is on file. You can switch the channel from the selector in the composer. Customers can also follow their own tickets from the web widget. The widget’s menu has a View tickets option that lists their open and closed tickets with the current status, so they can check progress without contacting you again.

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Ask the AI copilot

The AI copilot can read your Help Desk tickets, so you can check the inbox from a chat instead of switching pages. Ask it things like “what tickets are open?” or “show me ticket 10042” and it lists or opens tickets for you. What it shows follows your role. Team owners and managers see the whole team inbox. Operators see the tickets assigned to them.
The copilot reads tickets only. It cannot reply to, assign, or resolve them, so use the inbox for those actions. Reading tickets needs the Help Desk, so it works on Pro and Scale plans.

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Settings

Open Help Desk → Settings to configure the inbox. Settings are split into three tabs.

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General

  • Business hours: only show the human button during working hours (Monday to Friday). When enabled, set your start and end time and your team’s timezone.
  • Email notifications: email all team owners when a customer requests a human agent, so no ticket is missed.

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Assignment

Choose how new tickets are assigned to your team:
  • Manual: tickets stay unassigned until a teammate picks them up or you assign them.
  • Balanced: new tickets go to the available teammate with the fewest open tickets. This is the default.
  • Round robin: new tickets are handed out one by one to available teammates in rotation.

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Email

  • Support inbox: turn inbound email into tickets, handled by your team with no AI. When enabled, emails sent to your support address open a ticket in the inbox.

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Per-agent handover

Escalation to the Help Desk is set up per agent through the Support Handover action in the agent’s AI Actions. Add it to any agent you want to be able to create tickets. Its options control how and when a conversation is handed to your team:
  • When to use: guidance that tells the agent when to escalate.
  • Default priority: the priority new tickets from this agent start at.
  • Human button: show a button in the chat widget that lets customers ask for a human directly.
  • Message threshold: how many messages are exchanged before the human button appears, so the agent can try to resolve the issue first.
  • Waiting and connected labels: the messages shown to the customer while they wait for, and once they’re connected to, a person.
  • Auto-reply message: shown when no one is available, inviting the customer to leave a message for the team to follow up on.