AI tuning

AI tuning makes triage, draft replies and AI workflow steps follow your desk’s own rules and judgement. Available on the Enterprise plan. DeskAI doesn’t retrain the model: tuning adds your instructions, and your team’s past corrections, to each request.

Instructions

In Admin Portal → AI Agent → Custom AI tuning, write what the AI should know: the systems you run, how you decide priority (“anything that stops payroll is Critical”), and how replies should sound and be signed. Up to 4,000 characters.

Learning from corrections

When an agent changes the priority or category the AI chose, DeskAI keeps that as a correction. On later tickets, up to six corrections from the most similar past tickets are included in the triage request, so the AI follows the choice your team made. Changing a ticket back to the AI’s choice removes the correction, and any correction can be forgotten from the list. Learning can be switched off.

Preview

Write a sample ticket and run the preview to see the AI’s priority, category and summary with and without your tuning, side by side.

Workspace and company tuning

An MSP admin’s tuning applies to every ticket in the workspace. A company on Enterprise can add its own, which applies to its tickets after the workspace’s.

What is sent

Your instructions, and the subjects of the similar past tickets with their corrections, are sent to Anthropic along with the ticket being triaged.