PRODUCT / AGO HELPDESK

The helpdesk where the agent and your team share one queue.

Tickets, support emails and live conversations arrive in one place. The agent drafts or answers, and your team takes over when needed.

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A support team at work in an open office

One inbox for tickets, emails and chats

Connect a support address and every email it receives opens a ticket, with replies going out from that address. Each ticket shows the chat, the emails, the internal notes and every change in one feed.

Queues for my tickets, my team, unassigned and urgent
Saved views shared with the team
SLA policies and business hours

A team reviewing its work in a sunlit office

Each request reaches the right team, with its context

Triggers and workflows qualify the request and assign it to a person or a team. The ticket arrives with the customer’s need, the data retrieved and what the agent already tried.

Routing rules by AI category, organisation or agent
Assignment to a person or a team
A private summary written on each ticket

Customer request“I need help.”The topic, the account, the priority

Qualify and route

01
Technical supportIncident or product blocker
02
BillingInvoice or payment
03
SalesOffer, quote or contract

With each requestThe customer’s needThe data retrievedThe actions already tried

Routing by AI category and your team’s rules. Illustrative diagram.

Your team steps into the conversation, live

When a customer asks for a person, the AI pauses and the conversation waits in a live queue. An agent takes it, replies in the same chat, then hands it back to the AI.

The customer sees who is answering
Replies left unread for two minutes are sent by email
Outside business hours, the customer is told the team will answer later

Colleagues working side by side at a shared table

Keep your helpdesk or use AGO’s. AGO also creates tickets in Zendesk, Freshdesk, HubSpot and Help Scout, with the conversation attached.

What your team works with.

01
Replies drafted by the agent
On each email ticket the agent writes a reply to use, edit or set aside. It can reply alone when it is confident and the sender is verified.
02
Ticket forms
Conditional questions, translations, and the import of your Zendesk forms.
03
Teams and assignment
Teams, assignees, and notifications when a ticket is assigned or answered.
04
Follow up tasks
What the agent does not finish becomes a task with an owner.
05
Gmail mailboxes
On a personal or shared Gmail inbox, AGO sorts, labels and prepares replies.
06
Ticket analytics
Ticket rate by topic, response times and SLA tracking.

Questions about AGO Helpdesk

Can we keep Zendesk?

Yes. AGO creates tickets in Zendesk, Freshdesk, HubSpot and Help Scout with the conversation attached. AGO Helpdesk is there if you would rather have agents and tickets in one place.

Does the agent send emails on its own?

Only if you allow it. By default it prepares a reply for your team. You can let it reply alone when it is confident and the sender is verified, at most once per ticket and never after a person has replied.

What happens outside business hours?

The AI keeps answering. If the customer asks for a person, they are told the team will reply later, and the reply reaches them by email if they have left the chat.