Helpdesk

Helpdesk is the handoff pipeline to handle your customer issues.

How it works?

The pipeline of the Self-hosting escalation framework. Your agent owns chat. On escalate, Helpdesk opens a ticket with urgency, tags, summary, and transcript.

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Routing fields

FieldYou set via
UrgencyHandoff payload or agent config - low, medium, high, critical
TagsHandoff payload - billing, safety, returns, etc.
AssigneeDefault per agent or triage in Helpdesk
DeskHelpdesk queue

Connect your agent

SSE metadata and handoff API.

Helpdesk

Team inbox and workflows.

Replies

Widget session or email handoff.

Configure in the dashboard

  1. 1

    Go to Helpdesk

    https://yourwebsite.com/dashboard/desk

  2. 2

    Invite teammates

    Organization → Members. Grant Helpdesk access.

  3. 3

    Wire your agent

    Agents → your agent → point chat at your API. See Connect your agent.

  4. 4

    Test handoff

    Trigger escalate: true from widget or API and confirm the ticket lands in Helpdesk.