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Getting started

Introduction

DeskAI is an AI-powered IT helpdesk built for lean teams. It combines a full ticketing system, knowledge base, AI triage, and multi-client MSP support into a single platform.

What makes DeskAI different

  • AI triage by default: every ticket is categorised, prioritised, and draft-replied automatically the moment it arrives.
  • No per-agent pricing: your plan covers a seat count, not a per-seat fee that scales against you.
  • MSP-ready: manage multiple client workspaces from a single login, each fully isolated.
  • Set it up yourself, or with us: follow the quick start to connect your email and add your team, or have our team set it up with you. Setup help is free on every plan.

Core concepts

  • Agents: your IT team members. They resolve tickets, manage the KB, and use the AI assistant.
  • Tickets: support requests from employees or clients. They can come in via email, the portal, Slack, Microsoft Teams, or the REST API.
  • Clients: (MSP only) organisations your team supports. Each has its own isolated workspace.
  • Knowledge Base: articles and guides your team maintains. The AI uses these when drafting replies.