Answer support tickets from your help centre
Customers ask the same questions all day. The AI Support Agent answers them inside your helpdesk, with a link to the article each answer came from, and passes the rest to your team.
Last updated 6 October 2026
The problem
Most support volume is repeat questions that your help centre already answers. Customers still wait in the same queue as the hard problems.
A bot that guesses is worse than no bot: a confident wrong answer costs more than a slow right one.
How the AI Support Agent does it
- 01
A ticket or chat arrives
In Zendesk or Intercom, where your team already works.
- 02
It searches your knowledge
Help-centre articles, docs and curated answers.
- 03
It answers only when it's sure
With a link to the source. If it isn't confident, it hands off instead of guessing.
- 04
Hand-off with a summary
The ticket reaches your team summarised, categorised and prioritised.
- 05
It finds the gaps
Questions it couldn't answer are listed with a draft answer, so you know what to add next.
Example
Guardrails
- No answer without a source; unsure means hand-off.
- It's tested on your past tickets before it goes live.
- New channels start in draft mode, suggesting replies to your team first.
Questions
Do we have to switch helpdesk?
No. It works inside Zendesk or Intercom.
How do we know it's good enough to go live?
It replays your past tickets first and shows what it would have answered. Your team marks answers good or bad before anything goes to customers.
Related
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