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Overview

Welcome to AgentDesk

AgentDesk is a customer support portal that connects your team with AI-powered ticket management. Your clients submit and track support tickets through a branded portal, while your team manages everything from a central dashboard.

What AgentDesk does

  • Ticket management -- Clients create support tickets through your branded portal. Your team tracks, responds to, and resolves them from a single dashboard.
  • AI-powered workflows -- When a ticket comes in, AgentDesk can automatically analyze the issue, suggest fixes, and even prepare code changes for your team to review.
  • Jira integration -- Tickets sync with your existing Jira projects, so your team can work in the tools they already use.
  • Human approval -- AI never makes changes without your team's sign-off. All proposed code changes go through a review and approval process before anything happens.
  • Multi-portal support -- Run separate branded portals for different clients, each with its own users, branding, and settings.
  • Sprint planning -- Organise tickets into time-boxed sprints with estimate points, track progress with burndown data, and review sprint snapshots on completion.
  • SLA management -- Define service level agreements per portal with business hours, priority-based response and resolution targets, and real-time tracking on every ticket.
  • Analytics dashboard -- Monitor ticket volume, response times, resolution times, workflow success rates, and team performance across configurable date ranges.
  • Asset monitoring -- Track the health of URLs and endpoints with configurable check intervals. Automatic ticket creation when downtime is detected.
  • CSAT feedback -- Collect customer satisfaction ratings on resolved tickets via in-app prompts or email, with configurable star or thumbs rating types.
  • E-commerce integrations -- Connect Shopify or BigCommerce stores to sync products, orders, and customer data directly into your portal.
  • API keys -- Generate personal access tokens with granular scopes and portal restrictions for secure programmatic access to your portal data.

Who uses AgentDesk

RoleWhat they do
CustomersSubmit tickets, track progress, and communicate with your team through the portal
OperatorsWork on tickets, review AI suggestions, and collaborate with customers
Portal AdminsConfigure portal settings, manage users, and set up integrations
Organisation AdminsManage billing, create portals, and oversee the entire organisation

Next steps