Connect your helpdesk
1
Add the integration
In the dashboard, open Workspace → Helpdesk Integrations, click Add integration, choose your platform, and link it to the knowledge base whose knowledge should answer tickets.
2
Enter platform credentials
3
Start conservative
Set a confidence threshold (e.g.
0.8) and leave auto-reply off to begin with — the assistant will draft replies but never send anything on its own.Every setting is editable afterwards on the integration card, which is how you go live: rehearse with simulations first, then turn auto-reply on.4
Save the webhook secret
The integration is created with a webhook secret — copy it for the deflection webhook below.
Copilot drafts
From day one, agents can generate a grounded reply draft for any ticket — with a confidence score and citations — then review, edit, and send. Drafts appear in the ticket view of your helpdesk (as private notes) and in the BeforeQuery dashboard.Deflect tickets automatically
Point your helpdesk’s ticket-created webhook at the integration’s webhook URL (shown on the integration page, verified via HMAC with the webhook secret). For each incoming ticket, BeforeQuery runs the RAG pipeline:- Confidence ≥ threshold and auto-reply on → the answer is posted to the customer as a public reply, inviting them to reply again if it missed. The ticket stays open — closing it is your helpdesk’s own rule to make, on whatever signal you trust.
- Otherwise → the customer gets nothing. The answer is filed as a private note for an agent and the ticket is tagged with your escalation tag.
- Once per ticket → your helpdesk sends a webhook for every change to a ticket, including the reply and tags we write. Only the first is answered.
- Triage — when enabled, auto-tagging runs on every ticket regardless.
Rehearse with simulations before going live
Don’t guess at a threshold — measure it:1
Run a simulation
On the integration page, start a simulation over your most recently resolved tickets (up to 100). The assistant answers each one as if it had arrived live, and scores it exactly as the live path would — nothing is sent to customers. One run at a time per integration.
2
Review each result
For every simulated ticket you see the question, the generated answer, the reply your agent actually sent, and the confidence score. Mark each result approved or rejected.
3
Pick your threshold and flip the switch
Look at the approval rate by confidence band, choose a threshold where approvals are consistently high, then enable auto-reply on the integration.
Close the loop
- Index resolved tickets as knowledge with a Resolved Tickets source (Zendesk, Freshdesk, Front, Jira/JSM, Linear, Salesforce), so every solved problem improves future answers.
- Track resolved conversations and deflected tickets under Workspace → Usage — see Analytics & Evals.
- Subscribe to
ticket.deflectedandsimulation.completedwebhook triggers to feed your own dashboards. - Deflect before a ticket even exists with the Support-Form Deflector.