AI drafting and ticket deflection
AI in a helpdesk is only useful if it knows your product. EspressoDesk grounds drafting and deflection in your own knowledge base, so suggestions sound like your team and cite what you actually published.
Draft, summarise, translate
Agents get a suggested reply they can edit before sending, a summary of long threads before picking one up, and one-click translation between English and Spanish.
Deflection that reads your articles
On the Scale plan the chatbot answers from your knowledge base first and only hands over to a human when it has no grounded answer, which keeps repeat questions out of the queue.
Costs you can see
Every plan includes 250 AI requests per month, and the counter is visible in the app. When the quota is reached, AI features stop and offer an upgrade rather than silently billing you. Larger AI Power Packs are available as add-ons, or you can connect your own API key.
What you get
- Suggested replies grounded in your knowledge base
- Thread summaries before you pick up a ticket
- EN/ES translation in one click
- Knowledge-base chatbot with human handover (Scale)
- Visible quotas, hard stop instead of surprise bills
- Bring your own API key option
Questions
What counts against the AI quota?
Every AI call — drafting, summaries, translations and chatbot answers — counts as one request against the monthly quota shown on your plan.
What happens when I run out?
AI features stop for the rest of the billing period and offer an upgrade. Tickets, chat and the knowledge base keep working normally.