What it is and what it is for
Helpdesk AI handles requests from your own customers with tickets, a customer portal, SLA deadlines and AI help. Helpdesk AI is included from the Plus plan. It is not PaperOffice support. Only the owner or an administrator changes settings.
How it works
- Open Helpdesk AI → Settings → Customer portal. The portal address is assigned automatically. Enter the portal name and reply address.
- Under Service hours & SLA, turn on Enable SLA deadlines. Set response and resolution times per priority and your business hours.
- Under Notifications, your team gets an e-mail for every new ticket. Click Save settings.
- Handle tickets under Helpdesk AI → Ticket overview.
- In the ticket, the PaperOffice Agent tab offers Summarize ticket and Suggest tags. Compose reply creates a draft. Use Insert into reply field, check it and send it yourself.
Good to know
- Tickets come from the customer portal or are created in Helpdesk AI. With Conversation AI (from the Professional plan) also from the website chat and from calls: the caller gets an SMS link to a form.
- Your customers sign in to the portal with a link sent by e-mail, without a password. In the portal they see their tickets and your knowledge base.
- AI help in the ticket is a paid feature. Drafts are never sent automatically.
- The ticket number prefix is fixed after the first ticket.