AI writes the first draft. Your team decides what is sent.
Draft a reply from the whole conversation, polish your own wording, and turn solved tickets into Help Center articles. Every result goes to an agent first, so nothing reaches a customer without a person approving it.
Draft a reply
Reads the whole conversation and writes a reply in the language your customer used. It sticks to the facts in the ticket and leaves a [placeholder] wherever something is missing.
Refine your own words
Fix spelling and grammar, shorten a reply, make it friendlier or more formal, or improve its clarity. The meaning stays yours: it does not add facts or promises.
Turn tickets into articles
Turn a solved ticket into a Help Center draft with a clear title, tags and steps. Names, emails and order numbers are removed, and if the fix was never confirmed, the draft says so.
Included in Pro and Enterprise, with 500 and 1,000 AI actions per agent each month. No API key to bring and no separate AI bill.
You approve everything
Drafts appear in the reply box for an agent to edit. Nothing is sent or published until a person decides.
Your customer's language
Replies follow the language of the conversation, so a customer who writes in Spanish or French gets a draft in Spanish or French.
Only the facts in the ticket
It does not invent prices, policies, refunds or deadlines, and it never quotes your internal notes.
You choose who uses it
An admin switches AI on for each team member and sees every call in the Activity log.
What does the nabudesk AI assistant do?
The nabudesk AI assistant helps support agents answer faster without handing over control. On Pro and Enterprise it can draft a reply from the whole ticket conversation, refine a reply the agent has written, and turn a solved ticket into a Help Center article draft. An agent always reviews the result before anything is sent or published.
How it works
Open a ticket
Read the conversation as usual. The AI button appears in the reply box for team members an admin has switched AI on for.
Ask for a draft
Press Suggest. You can add a line of guidance, such as “keep it short”, and the draft follows it while still using only facts from the ticket.
Edit and send
Change anything you like, refine the wording with one click, and send the reply yourself. A draft never goes out on its own.
What it does, and what it never does
It will
- Write in the language your customer used
- Use only the facts in the ticket conversation
- Ask the customer for what is missing, or leave a [placeholder] for you to fill in
- Follow your team's tone, using similar past replies as a guide to style only
- Read only the tickets the agent could already open
It will not
- Send or publish anything on its own
- Invent prices, policies, refunds, deadlines or promises
- Quote or mention your internal notes
- Copy facts, names or order numbers from other tickets
- Keep the text of your prompts or replies in the usage log
Included in Pro and Enterprise
Each draft, refine or article uses one AI action. Every agent adds to a monthly allowance that the whole workspace shares, and it resets at the start of each month.
| Plan | AI actions per agent each month | Shared by 10 agents |
|---|---|---|
| Starter | Not included | Not included |
| Pro | 500 | 5,000 |
| Enterprise | 1,000 | 10,000 |
During a free trial, a workspace has 50 AI actions a month to try it. Admins see a warning as the allowance runs low, and a call that fails does not count.
You stay in control
Switch it on per person
An admin turns the AI assistant on for each team member under Admin → Users. Members without it never see the AI button.
See every call
The AI assistant tab in Admin → Activity log lists who used it, which feature, which model and how it ended. The text itself is not stored.
Leave it off
Everything else in nabudesk works the same with or without AI, so you can switch it on when your team is ready.
When an agent uses the assistant, the text of that ticket is sent to the AI provider nabudesk uses to produce the result. We do not use customer ticket content to train public generative AI models. See Privacy and Security.
AI assistant questions, answered
What it does, what it costs and where your data goes.
What does the AI assistant do?
On Pro and Enterprise, agents can draft a reply from the whole conversation in the customer’s language, refine a reply before sending it (fix spelling and grammar, shorten it, or make it friendlier or more formal), and turn a solved ticket into a Help Center article draft. The result always lands in front of an agent, who edits and approves it before anything is sent or published. See AI assistant.
Do we need our own AI account or API key?
No. The AI assistant is included in Pro and Enterprise and runs on nabudesk’s own AI account, so there is no key to bring, no vendor to set up and no separate AI bill.
How does the AI allowance work?
One draft, one refine or one ticket-to-article is one AI action. Pro and Enterprise include a monthly allowance of AI actions for every agent, and the whole workspace shares the total, so a team of 10 has ten agents’ worth to draw on. It resets at the start of each month. Starter does not include the AI assistant, and a workspace on a free trial gets a smaller allowance to try it. Admins see a warning as the allowance runs low, and a call that fails does not count. The numbers are on the pricing page.
Does our ticket content go to an AI provider?
Yes. When an agent uses the assistant, the text of that ticket is sent to the AI provider nabudesk uses to produce the result. It only reads tickets that agent could already open. nabudesk records each call (who, which feature, which model and how it ended) but does not store the text of prompts or replies, and we do not use customer ticket content to train public generative AI models.
Who can use it, and can we leave AI switched off?
An admin switches the AI assistant on for each team member under Admin → Users. Members without it never see the AI button, and everything else in nabudesk works the same with or without AI. You can review usage under Admin → Activity log, on the AI assistant tab.
Will the AI make things up?
It is built to use only the facts in the ticket. It does not invent prices, policies, refunds or deadlines; when something is missing it asks the customer for it or leaves a [placeholder] for the agent to fill in. It is still a draft: an agent reads and edits every reply before sending it.
Read the details
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