Helpdesk

Set up an AI agent for customer support in Zendesk, Freshdesk, Intercom, Gorgias or another helpdesk. It drafts replies, routes tickets and uses your knowledge.

An AI agent for customer support is an AI teammate that works tickets inside the helpdesk your team already uses. eesel's agent drafts replies for review or sends them itself, triages, tags and routes tickets, and answers from your own help center, macros and past tickets.

Your Helpdesk Agent works like a human agent on your team, following the instructions you give it.

Your agent works inside your helpdesk, reading the ticket and drafting the reply.

Works with: Zendesk, Freshdesk, Salesforce, Intercom, Gorgias, and the other helpdesks in Integrations.

Set up your AI helpdesk agent

1

Talk to it to get started

Open the chat in your dashboard and tell it about your company. Give your name, your website URL and your help center. Or ask it to connect your helpdesk. It handles the rest.

Each helpdesk offers two ways to connect. Quick start reads your public help center only. A Full connection adds past tickets, macros, triggers and actions. See the integration page for yours.

Ask in chat and the agent walks you through connecting your helpdesk.

2

Ask it a question

Test it with the questions your customers actually ask, or ask it to draft a reply for one of your tickets.

Ask for a draft on a real ticket and the agent reads the ticket, checks your knowledge, and writes the reply.

It names the help center article it used, then asks whether to post the draft as an internal note or send it as a public reply.

3

Give it feedback

Tell it what was wrong, right there in the chat. Too formal, missing a step, wrong sign-off, wrong email address. Here the draft is sent back with four corrections at once.

Ask for the changes in plain words and it rewrites the draft, then offers to save the changes as preferences.

Say yes and it writes the corrections into its own instructions, so every later draft follows them.

It confirms what it saved and links you to the full instructions.

Open that link to read the saved rules on your Instructions page.

The corrections written out as a rule on your Instructions page, where you can edit them yourself.

4

Create your first automation

Connecting alone does not start your agent. It needs an automation first. Ask it to start drafting replies, or tell it what you want it to handle. It creates an automation for you.

Ask in chat for the automation you want, and the agent builds it.

Open the automation to see or change what it does. The trigger event is fixed when the automation is created. So a new automation is required for each different trigger event.

The automation's own page: its name, when it runs, and the instructions it follows.

Then check the automation's work in your helpdesk. Here the next Zendesk ticket in has the drafted reply waiting as an internal note, signed by eesel AI, for a teammate to check and send.

The drafted reply waiting as an internal note on the next Zendesk ticket.

From Claude Code, Cursor or a terminal. The same setup works as commands: eesel login, then eesel integrations connect gorgias (a person approves it in the browser; if the receipt has no link, ask eesel chat for one), eesel integrations download start to copy your sources in, and eesel automations to see and switch on the automations. Swap gorgias for zendesk, freshdesk or intercom. Trigger keys are in the Triggers table on each integration page. Full command reference: The eesel CLI. Step-by-step: Set up from Claude Code or the terminal. From an MCP client: Claude Code and MCP clients.

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What it can do

• AI draft replies, as internal notes for review, or sent straight to the customer

• Tag, categorize, and update tickets, including fields and status

• AI ticket routing to your team with the assign actions, driven by your own instructions, for example low confidence or an angry customer

• Answer in the customer's language without translating your help center

• Match your tone and voice, described in plain text

A reply drafted as an internal note on a Zendesk ticket, waiting for a teammate to check and send.

Your team stays in control

Nothing runs until you create an automation. You stay in control the whole way. Adjust your AI agent's access to knowledge and its action permissions to your liking. See Actions and Approvals.

Most teams turn it on in stages:

1. Start with drafts. Every reply is a draft or an internal note for a person to check and send.

2. Let it answer the easy ones. Once it gets the routine tickets right, let it handle those end to end.

3. Turn on more when you are ready. You decide when, and you can switch anything back off at any time.

When an action needs your OK, it waits for your answer: approve once, always allow, or deny.

Correcting the agent

• Give feedback in chat. It updates its own instructions or adds the missing knowledge. See Instructions and Memory

• Edit the instructions yourself on the Instructions page

• Give it the docs you give your team. Upload the procedures document you would hand a new hire

• Run a Simulation. It replays your past tickets and scores its answers against what your team actually sent

Browser extension

eesel: AI agents for customer service & more is the browser extension. It puts the same agent in a Chrome side panel, beside whatever page you have open. Open a ticket, ask for a draft, and it writes one from the ticket and your knowledge. Then paste it into the reply field, edit it first, or ask for a rework. On a Zendesk ticket the panel offers a Paste into Zendesk link that drops the draft straight into the reply field.

The side panel drafts the reply from the ticket you have open, and Paste into Zendesk drops it into the reply field.

See Browser extension for everything it can do.

Skills

Skills are extra workflows on top of the day-to-day ticket work. Run them on demand, on a schedule, or on a trigger. Ask the agent in chat which skills to run, or ask it to create one. The ones most helpdesk teams start with:

• Simulation: replays past tickets and scores your agent's answers

• Analyze ticket trends: recurring topics, sentiment, and volume

• Review agent setup: audits your configuration and suggests improvements

Ask for a skill in chat by name. Here the Helpdesk simulation skill is asked for, and it pulls your resolved tickets and works through them in batches. This run sampled 20 resolved tickets.

Ask for the skill by name and it starts work in the chat, telling you each step as it goes.

It answers in the chat: how many of its replies matched what your team actually sent, and how it did per topic. In this run 17 of the 20 matched.

The score for the run, then the same score broken down by ticket topic.

Scroll down for the fixes it suggests, ranked, and a link to the full report.

The ranked fixes it suggests, and the link to the full report.

Open the report to read the run ticket by ticket: what the customer asked, what your team replied, and how the agent's answer compared.

The full report, with the counts up top and every ticket written out below.

FAQ

How do I add an AI agent to my helpdesk?

Open the chat in your eesel dashboard and ask it to connect your helpdesk, then approve the connection in the browser. After that, ask it to create an automation, for example "draft a reply to every new ticket", and it starts on the next ticket.

The steps are in Set up your AI helpdesk agent.

Which helpdesks does the AI agent work with?

eesel works with Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, Help Scout, Front, Salesforce, Jira Service Management, Zoho Desk and Re:amaze.

Each has its own page in Helpdesks with what the agent can read and do there.

Does connecting my helpdesk start replying to customers?

No. Connecting only lets your agent read your helpdesk. It does nothing on tickets until you create an automation.

Can the AI agent send replies on its own, or only draft them?

Both. It can leave a draft as an internal note for a person to check and send, or send the reply to the customer itself.

Most teams start with drafts and let it answer the routine tickets itself once it gets them right. See Your team stays in control.

How much does an AI helpdesk agent cost?

eesel charges per ticket it handles, once per ticket however many replies it takes. There is no seat fee and no monthly minimum, and every workspace starts with $50 of free usage.

See Pricing for the price per task.

Does it learn from our past tickets?

Yes, on a Full connection. It reads your help center, macros and past tickets so it knows how your team answers before it touches anything. A Quick start connection reads your public help center only.

Can it answer customers in other languages?

Yes. It answers in the customer's language without you translating your help center.

Can I use my helpdesk agent from Claude or ChatGPT?

Yes. You can add your eesel workspace to Claude or ChatGPT and talk to the same agent from there.

See Use eesel from Claude and other AI assistants, Use eesel from ChatGPT, and Claude Code and MCP clients.

Related pages

• Integrations overview for every helpdesk your teammate can join

• Automations and Schedules for triggers, instructions and schedules

• Actions and Approvals for choosing what your agent may do

• Instructions and Memory for correcting your teammate on a live ticket

• Set up from Claude Code or the terminal