Overdesk Docs

Appearance

Welcome to Overdesk ​

Overdesk drafts replies to your support conversations. It reads your documentation and your team's past answers, writes a reply for each new conversation, and leaves it unsent in your help desk. A person on your team reads it, edits it if needed, and sends it.

Overdesk never messages a customer. Every reply your customers receive was sent by someone on your team. The one exception to know about is FreeScout with an API and Webhooks module older than 1.0.103, which may send a draft reply itself; Where drafts go explains it.

How it works ​

  1. You connect your help desk. Overdesk works with Help Scout, Zendesk, Intercom and FreeScout.
  2. You add your Anthropic API key. Drafting runs on your own key, so you pay Anthropic directly for what you use.
  3. You point Overdesk at your docs. Your documentation site becomes the knowledge base drafts are grounded in, alongside your past conversations and saved replies.
  4. You choose the inboxes Overdesk drafts in. Enter all, or list the inboxes you want, in Allowed inboxes. Until you do, nothing is drafted.
  5. Drafts start arriving. Overdesk checks your open conversations on a 15-minute cycle and drafts a reply for each new one.

Each draft appears on the conversation in your help desk and on the Agent drafts page in Overdesk. By default it arrives as an internal note. In Help Scout and FreeScout you can have it arrive as an unsent draft reply in the composer instead, ready to edit and send. See Where drafts go.

What else Overdesk does ​

  • Triage tags incoming conversations so your queue is sorted before anyone opens it. See Triage.
  • Reports summarize your queue every week, and every morning on the trial, Pro and Scale. See Reports.
  • Analyses find the questions customers keep asking and the problems that keep coming back. See Analyses.
  • Slack brings reports, escalations and answers about your queue into a channel. See Slack.

Where to start ​

If you are setting up a new workspace, follow the getting started pages in order, starting with Creating your account. The whole setup takes a few minutes. Drafting switches on once your help desk, your API key, your docs and your allowed inboxes are all in place; Your first drafts walks through the last step.

Questions the docs don't answer go to hello@overdesk.io.