AI Desk

/ The autonomous queue. Matched runbooks and cluster context let agents close repeat issues without a human.

What AI Desk does

When an issue matches a known pattern and urgency is low, it lands in AI Desk instead of your team's inbox. The agent works from approved runbooks and cluster learnings from past resolutions. Your team reviews outcomes — they do not need to touch every ticket.

Desk / AI Desk

AI Desk

Autonomous

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Matched runbook

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Cluster context

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→ Human Desk

When a ticket goes to AI Desk

Priority and knowledge area match a self-serve or standard-async policy.
A runbook covers the topic and is approved for autonomous use.
The agent had a fair attempt with your knowledge and live data first.
No live-handoff trigger fired (safety, billing dispute, explicit human request).

When AI Desk cannot finish

Unresolved AI Desk work escalates to Human Desk with the full transcript, summary, and matched runbook attached. Nothing restarts from zero.

Scale plan and above

Auto-training from desk resolutions is included on Scale and Delegate. Grow teams can still use runbooks and manual cluster review.