Documentation
Everything you need to run DeskAI.
Setup, configuration and day-to-day use, from your first agent to multi-client MSP workspaces.
/
Getting started
- IntroductionDeskAI is an AI-powered IT helpdesk built for lean teams. It combines a full ticketing system, knowledge…
- Quick startGet DeskAI up and running in under 5 minutes.
- Adding agentsAgents are your IT team members. You can add them from the Admin Portal.
- Your first ticketTickets are the core of DeskAI. Here is how they work from submission to resolution.
Configuration
- Email inboxConnect your support email address so its mail shows up in DeskAI’s Email Inbox, and replies to tickets come…
- Slack and TeamsDeskAI works with Slack and Microsoft Teams in two ways. Alerts post new critical, assigned and resolved…
- Single sign-on (SAML)Let agents sign in to DeskAI through your identity provider: Microsoft Entra ID, Okta, Google Workspace,…
- SCIM provisioningWith SCIM, your identity provider creates DeskAI agent accounts, keeps names and email addresses up to date,…
- Azure AD / SSOAllow your agents to sign in with their Microsoft work accounts. Available on Business and Enterprise plans.
- AI settingsDeskAI’s AI features are powered by Anthropic Claude. You can configure which features are active.
- SLA targetsSLA (Service Level Agreement) targets define how quickly your team should respond to tickets by priority.
Features
- TicketingThe ticket system is the core of DeskAI. All support requests flow through it.
- AI triageAI Triage runs automatically on every new ticket the moment it arrives.
- AI workflowsAI workflows add AI steps to automation rules: a question the AI answers before a rule acts, and actions the…
- AI tuningAI tuning makes triage, draft replies and AI workflow steps follow your desk’s own rules and judgement.
- Knowledge baseThe Knowledge Base is a library of articles your team maintains.
- Employee portalThe Employee Portal is a public URL where your employees can submit support tickets without a DeskAI account.
- Service catalogueThe service catalogue lists the things employees can ask IT for, each with its own request form, so a request…
- AssetsAssets are the devices and licences your team looks after: workstations, servers, network gear, mobile…
- AnalyticsThe Analytics page shows how your service desk is doing over the last 7, 30 or 90 days.
MSP
Plans and billing
Reference
- REST APIThe DeskAI REST API lets monitoring tools, RMM platforms and your own scripts create and work tickets, add…
- WebhooksWebhooks send an HTTPS request to your URL when something happens in DeskAI, so another system can react…
- Keyboard shortcutsDeskAI supports keyboard shortcuts to help you move fast without touching the mouse.