SmartDesk AI
AI-First Help Desk. Embedded on Your Site in Minutes.
SmartDesk AI is a complete help desk built around an AI support agent. Drop one script tag on your site to capture issues from a chat widget; behind the scenes the platform auto-triages every ticket, drafts replies grounded in your knowledge base, routes to the right teammate, and flags frustrated customers before they churn. Your team handles fewer repetitive tickets, resolves faster, and sees exactly where the work is going.
System Capabilities
Automated Ticket Triage
Every ticket is analyzed on arrival — category, sub-category, priority, sentiment, escalation risk, key phrases, and a one-line summary. The data lands on the ticket so agents see context at a glance.
One-Click AI Drafts
When a ticket comes in, the AI drafts a reply using your KB articles. The agent sees the draft alongside its confidence score and citations, then accepts and sends, edits, or rejects. AI acceptance rate is tracked per agent.
Org-Scoped Smart Routing
Tickets auto-assign to the teammate with the most resolutions in that category, weighted against current workload. Add team members in the portal, give them an admin or member role, and routing learns who handles what.
Sentiment-Driven Escalation
Sentiment is scored on every visitor message. When the score crosses your configured threshold, the ticket priority auto-bumps to HIGH or URGENT, the SLA recomputes, and the assigned agent gets an alert email.
Follow-Ups + Auto-Close
When you mark a ticket resolved, the system schedules a configurable sequence of check-in emails. If the customer doesn't reply by the final follow-up, the ticket closes automatically with a logged reason.
Agent Performance Dashboard
Per-teammate first-response time, resolution rate, average resolution time, CSAT (collected via stars in the resolution email), and AI-draft acceptance rate. Filter by 7/30/90 days.
KB Insights Engine
Surfaces gaps (high-volume categories with no KB article), stale articles (zero recent citations), hot articles (most-cited and accepted), and topic suggestions inferred from recurring ticket intents.
Bidirectional Chat Bridge
When a visitor escalates from the widget, the conversation becomes a real-time two-way chat: agent replies bridge into the chat window every six seconds; visitor follow-ups bridge back to the ticket as customer messages.
Deployment Process
Drop the Widget on Your Site
Sign up, get an API key, paste one script tag. The widget appears in your chosen corner with your brand colors. Configure greeting, offline message, and email-collection in the portal.
Add Your Knowledge Base
Write KB articles in the portal — or paste them from existing docs. The AI uses them to ground draft replies and detect gaps. The more articles you add, the better the drafts.
Watch the Queue Run Itself
Tickets are triaged, drafted, and routed automatically. You review drafts, send with one click, and close the loop. Performance, sentiment, and KB gap data show up live in the portal.
Operational Cost
Connects to Your Existing Stack
SmartDesk AI plugs into the platforms you already run.
Common Questions
How fast can I be live?
Self-serve. Sign up, paste the widget script tag on your site, add a few KB articles, and you're handling tickets within an hour. No managed onboarding required.
How do AI drafts get reviewed?
Every draft is created in PENDING state with a confidence score and KB citations. Agents accept (sends as-is), load into the reply box and edit, or reject. The action is recorded against that agent's metrics so you can see acceptance rate.
What happens when the AI confidence is low?
The draft is still saved but flagged below your confidence threshold. The ticket is also routed to the agent with the best track record on that category, and sentiment-driven escalation will auto-bump priority if the visitor seems frustrated.
How is the chat widget connected to tickets?
The widget runs on /widget/smartdesk.js with a per-instance API key. When a visitor clicks 'Talk to a human,' the conversation transcript becomes a ticket. Agent replies on the ticket bridge back into the visitor's chat window in real time.
Can I add team members?
Yes. The Team page in the portal lets owners and admins invite teammates by email. New members get a setup link to set their password. Routing immediately starts considering them. Each member gets per-day metrics tracked.
Which LLM providers are supported?
OpenAI, Anthropic, and LMStudio (for self-hosted models). The provider is selected via the CHATFLOW_LLM_PROVIDER env var. The system falls back to keyword templates if no provider is configured.
See SmartDesk AI Running Live
We will show you SmartDesk AI processing real data in a live demo. No slides. No pitch deck. Just the system running.
See It Run