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Your support department’s AI agent sits in a side panel on the Helpdesk pages; in the inbox and in a website chat, it is the Assistant tab of the open conversation instead. It works with your team, not with your customers: it reads your conversations, help articles and response time targets, and helps you get through the queue. (Your customers talk to the website assistant, which has its own settings.) The agent’s name and picture come from its Profile. It is called Avery until you rename it.
Helpdesk overview with the agent panel open, showing suggested questions and slash commands

The helpdesk agent panel

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What to ask it

Type in plain words, or start from a suggestion:
  • “Show me open tickets that breached SLA”
  • “Summarize the highest-priority open ticket”
  • “Which tickets have been stalled with no reply in 24h?”
  • “Draft a reply to the most recent ticket”
Or use a shortcut: These commands live in the agent’s Memory, so you can change them or add your own. Replies to customers never go out on their own: each one waits on an approval card for your OK.

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In a conversation

Open a conversation and switch the details panel to Assistant. The agent reads the conversation and can draft a reply straight into the reply box, for you to edit and send. You can also click Draft with assistant under the reply box. See Working a conversation.

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Huddle, history and memory

  • Huddle starts a live voice conversation with the agent.
  • New starts a fresh chat, and the clock icon shows your earlier chats.
  • Memory (also under Helpdesk → Agent, named after your agent, for example Avery’s memory) shows what the agent remembers about your business, customers and preferences. Correct it there, and it follows what you write.

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Settings

In Helpdesk → Setup → Settings, under your agent’s name:
  • Most you spend per chat caps what one chat in the panel can use ($25 by default).
  • Post to Slack sends things waiting for your OK, and the agent’s reminders, to a Slack channel.
See Helpdesk settings.

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Use your helpdesk from Claude Code

With the Hiveku plugin for Claude Code, you can work your helpdesk from your editor: list and read conversations, see which ones are overdue, draft and send replies, assign them and change their status, and manage help articles and saved replies. What customers wrote is always marked as coming from outside your business, so an AI tool treats it as information, never as instructions.