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Documentation

Guides to every part of nabudesk, written for the people who use it every day.

Set up your workspaceWhat is a ticket?Connect your support email
Browse documentation

  • Get started

    • Welcome to nabudesk
    • Set up your workspace

  • Tickets

    • What is a ticket?
    • Ticket properties
    • Work the ticket inbox
    • Reply, forward, and add notes
    • Assign and route tickets
    • Merge tickets and set reminders

  • Customers and Help Center

    • Contacts and organizations
    • Help Center articles

  • Service levels

    • Service level agreements (SLAs)
    • Business hours and holidays

  • Automation and integrations

    • Automation workflows and round robin
    • API and webhooks
    • AI assistant

  • Email

    • Connect your support email
    • Email notifications and templates

  • Team and access

    • Users, invitations, and groups
    • Roles and permissions

  • Insights and data

    • Dashboard, reports, and the activity log
    • Import and export your data

  • Account and billing

    • Your account and sign-in security
    • Plans, seats, and billing

  • Get started

    • Welcome to nabudesk
    • Set up your workspace

  • Tickets

    • What is a ticket?
    • Ticket properties
    • Work the ticket inbox
    • Reply, forward, and add notes
    • Assign and route tickets
    • Merge tickets and set reminders

  • Customers and Help Center

    • Contacts and organizations
    • Help Center articles

  • Service levels

    • Service level agreements (SLAs)
    • Business hours and holidays

  • Automation and integrations

    • Automation workflows and round robin
    • API and webhooks
    • AI assistant

  • Email

    • Connect your support email
    • Email notifications and templates

  • Team and access

    • Users, invitations, and groups
    • Roles and permissions

  • Insights and data

    • Dashboard, reports, and the activity log
    • Import and export your data

  • Account and billing

    • Your account and sign-in security
    • Plans, seats, and billing
Docs/Automation and integrations

AI assistant

Draft replies, refine them, and turn solved tickets into articles, using your own AI account.

Available on Pro and Enterprise plans

What it does

  • Draft a reply from the whole conversation. The draft appears in the reply box for the agent to edit and send.
  • Refine a reply before you send it.
  • Turn a ticket into an article. The result is a Help Center draft that an agent reviews and approves first.

Set it up

  1. 1Open Admin → AI assistant.
  2. 2Choose your AI vendor: OpenAI, Anthropic, Google Gemini, or any service that works like the OpenAI API.
  3. 3Paste the API key from your vendor account and choose the model. A faster, cheaper model is usually enough for replies.
  4. 4Save. nabudesk tests the connection, so a typo shows up straight away.
  5. 5Switch the assistant on. Agents then see the AI button in the reply box.

Good to know

  • Your account, your bill. Usage is billed by your AI vendor, not by nabudesk.
  • Your key stays private. It is encrypted when saved and never displayed again, only its last four characters.
  • Ticket text goes to your vendor. Turn the assistant on only if that fits your data policies.
  • You can see how it is used. Admin → AI usage lists each call: who made it, which feature, the model, how much was used, and whether it worked. The text of prompts and replies is not stored.
PreviousAPI and webhooksNextConnect your support email

Stuck on a screen?

Every page in nabudesk has a Page guide button that explains its controls. You can replay the welcome tour any time from your account menu.

Start your free trial

On this page

  • What it does
  • Set it up
  • Good to know

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