Configuration

AI settings

DeskAI’s AI features are powered by Anthropic Claude. You can configure which features are active.

Available features

Auto-Triage: automatically assigns priority, category, and summary to incoming tickets.
Draft Replies: generates a suggested reply for every ticket, building on the suggested fix from triage.
Smart Routing: assigns tickets to the best agent or team based on specialties.
KB Suggestions: shows up to three matching KB articles in the ticket sidebar.
SLA Alerts: notifies the assignee and team lead when a ticket has used 80% of its SLA, and sends a Slack or Teams alert to channels that asked for SLA alerts.

Go to Admin Portal → AI Settings. Toggle each feature on or off. Changes take effect on the next ticket.

DeskAI uses your own Anthropic API key, so your data never passes through a third-party intermediary. Add your key under Admin Portal → API Keys.