Help Desk Overview

The Help Desk is your team’s unified inbox for managing customer conversations and tickets. Every message your customers send — regardless of channel — lands in one place. AI agents handle the first contact automatically, and when a conversation needs a human, it escalates directly into the Help Desk with full context already loaded.

How it works

When a customer reaches out, an AI agent takes the conversation first. It answers questions, looks up information, and takes actions using your connected tools. If the AI cannot resolve the issue — or if a rule you configured triggers an escalation — the conversation is handed off to your team. Human agents pick it up in the Help Desk and see exactly what the AI already tried, what the customer asked, and what still needs to be done.

This model means your team focuses only on the work that genuinely requires human judgment. AI handled (contained) requests are handled automatically and recorded for review.


Customer message arrives
         |
         v
AI agent handles the conversation
         |
    Resolved by AI?
   /              \
 Yes               No
  |                 |
  v                 v
Marked resolved   AI escalates to human queue
and recorded           |
                       v
           Human agent opens conversation
           in Help Desk with full AI context
                       |
                       v
           Agent resolves and closes the ticket

Supported channels

The Help Desk receives conversations from all of your connected channels:

Webchat — embedded chat widget on your website or app
Email — inbound support email routed through your configured address
SMS — text message conversations
Phone — voice calls transcribed and managed as conversations
Instagram — direct messages and post comments
Facebook — direct messages and post comments

All channels appear in the same unified conversation list. You can filter and search across them without switching views.

Key areas

Conversation handling

The conversation thread is where you read and reply to customer messages. The AI Agent also surfaces a plain-language summary, topic and intent classification, a log of actions the AI already took, and a draft response you can edit before sending. See Conversation Handling.

Inbox & Views

The inbox organizes your conversations and tickets into named views. Default views cover common needs — your assigned items, escalations, all conversations, spam, and snoozed items. You can create custom views with any combination of filters and share them with your team. See Inbox & Views.

Details panel

The details panel shows the customer profile, conversation metadata, linked tickets, watchers, and custom fields for the open conversation. See Details Panel.

Tickets

Tickets track follow-up work linked to a conversation. Each ticket has an assignee, priority, status, and its own SLA clock. Multiple tickets can be linked to a single conversation. See Tickets.

Contacts

Contacts are the customer records behind your conversations. Each contact page shows contact details, conversation history, and any linked tickets. See Contacts.

Notifications

You receive notifications when a conversation is assigned to you, when someone @mentions you, or when an SLA is about to breach. You can manage your notification preferences from your account settings. See Notifications.

Shortcuts

Keyboard shortcuts let you move through conversations, take common actions, and switch views without reaching for a mouse. See Shortcuts.

Routing

Routing rules control how new conversations are assigned to agents and groups based on channel, topic, contact properties, and other conditions. See Routing.

SLA policies

SLA policies set response and resolution time targets for your conversations and tickets. Breached SLAs are surfaced in the inbox so urgent items stay visible. See SLA Policies.

Next steps

Conversation Handling — reading threads, replying, and taking action
Inbox & Views — filtering and organizing your inbox
Tickets — managing follow-up work linked to conversations
Contacts — customer profiles and history
Routing — controlling how conversations are assigned
SLA Policies — setting response and resolution time targets

Need help?

Email us at support@appliedlabs.ai.