Slack
DM @unidesk or use /it. Threads turn into tickets, replies sync both ways. Employees never leave Slack.
Ticketing
The ticket arrives already triaged, routed, and drafted.
UniDesk Ticketing handles intake from Slack, email, Teams and the portal — then the agent classifies, attaches the right device, and writes the first reply. Your team reviews, edits if needed, and clicks send. Average response time falls 71% in the first month.
14-day free trial · Slack · Teams · Email · API · Web portal
app.unidesk.ai/admin/ticket/T-2841
T-2841 · opened 14m ago by Alex Chen
My laptop won't connect to office wifi anymore
AC
Requester14m ago
My laptop won't connect to the office wifi anymore — was working yesterday. I'm trying to get into the all-hands in 20 min 😅
✦
Draft12m ago
Looks like the office just rolled a new WPA2-Enterprise profile. Recommended: renew Alex's certs via Jamf, fall back to a re-enroll link if push fails.
✦
AI suggests: Tap to see the draft.
Intake fromSlackMicrosoft TeamsEmailWeb portalREST APIVoice beta
Lifecycle
From "the wifi is broken" to "ticket closed" — without your team typing.
01
Intake
Slack DM, email, Teams, portal, or API. Whatever the requester is comfortable with — we accept. Attachments, screenshots, threads — all captured.
02
Triage
The agent classifies category, priority, and intent. It attaches the requester's device, recent ticket history, and related incidents. Confidence score on everything.
03
Route & Draft
Routed to the right tier or specialist with the SLA timer started. A first-reply draft is generated from your past resolutions. Tier-1 reviews and edits.
04
Action & Close
One-click admin actions: reset password, push a cert, unlock an account, deprovision a seat. The agent runs the action with audit trail. Ticket closes itself.
Channels
Meet your team where they already are.
Forward to [email protected]. We auto-parse signatures, threads, screenshots, and even those infuriating "see below" reply chains.
Microsoft Teams
Native bot, channel intake, adaptive cards for replies. Works the same as Slack — choose whichever your org uses.
P
Web Portal
Branded self-service portal with smart search, knowledge base, and an embedded agent for common requests like password resets and access.
{ }
REST & Webhooks
Pipe monitoring alerts, Datadog, Sentry, or your own systems into UniDesk. Every event is a ticket with full context.
📞
Voice / Phone (beta)
AI voice agent for after-hours intake. Transcribes, triages, and either resolves or escalates to on-call.
Anatomy
Every pixel of the ticket view, doing a job.
The detail view is where your team lives. We obsessed over it — chip placement, SLA legibility, AI handoff, keyboard nav — so that resolving a ticket feels like one fluid action, not a tour of seven panels.
Status & priority chips
At-a-glance state — five colors, zero ambiguity.
Soft-tinted backgrounds with a saturated dot. Open pulses to signal new attention; resolved goes green and locks the chip.
OpenIn ProgressWaitingResolved
CriticalHighMediumLow
SLA pill
A live timer your team can trust.
Ring fills as time elapses. Three states — fresh, approaching, breached — so attention triages itself.
6h 12m to SLA38m to SLABreached by 14m
AI draft bubble
Suggested reply, one keypress away.
Lavender-pink gradient flags AI output without ever blending with a human reply. Insert with ⌘ ↵, edit, send.
✦
Draft
Looks like a new WPA2-Enterprise profile rolled. Renew Alex's cert via Jamf — fallback to a re-enroll link if push fails.
Composer
Reply or internal note — same surface, distinct semantics.
Internal notes turn yellow the moment you switch tabs, so nobody emails the customer by accident. Try the toggle:
Requester card
Who's asking, in one glance.
Premium-tier badge, contact, and a direct line to message — without leaving the ticket.
AC
Actions
One-click admin actions, with the receipts.
The agent doesn't just draft text — it prepares the actual action. Reset the password, push the cert, unlock the account, revoke the session. Tier-1 reviews the plan and clicks execute. Full audit trail attached to the ticket.
- Identity: reset password · unlock · enroll MFA · revoke session · deprovision
- Devices: push profile · force restart · re-enroll MDM · wipe lost device
- SaaS: grant or revoke seat · move groups · adjust license tier
- Custom: webhook to anything · scripted via the SDK
Action plan · TKT-7741
Pending review✓
Renew WPA2-Enterprise cert
Jamf · push profile · ETA 60s
✓
Send re-enroll link to Slack
Fallback if push fails
✓
Close ticket on connect
Auto · on heartbeat
Audit: A. Morgan
Outcomes
The numbers IT directors actually care about.
71%
Tickets resolved without human edit to the AI draft.
4.2m
Average first-response time, across all channels.
↓ 38%
Backlog reduction within 30 days of go-live.
4.9/5
Employee CSAT — higher than every previous helpdesk.
"It's not 'AI helps the helpdesk.' It's 'the helpdesk runs and the team supervises.' We went from 3 FTEs to 1.5 covering the same volume — and CSAT went up."
M
Maya Patel
IT Director · Northway Health
vs.
Compared with legacy helpdesks.
Capability
Legacy ITSM
UniDesk
Setup time
3–6 months
38 minutes
AI triage
Add-on, weak
Native, 98% accuracy
Slack-first
Bolted on
First-class channel
Asset context attached
Manual
Auto, every ticket
Pricing
Per agent, $$$
Per employee, transparent
Questions
Frequently asked.
How does AI auto-triage work?+
Every ticket is classified by category, priority, and intent using a model fine-tuned on IT support data and your own resolution history. The agent attaches the requester's asset, suggests a route, and drafts a reply — all in under 2 seconds.
Does the AI actually reply on its own?+
By default, no — drafts are queued for a human to review and click send. You can enable auto-send for specific low-risk categories (password resets, knowledge-base answers) once you trust the model. Confidence threshold is configurable per category.
Where does it ingest tickets from?+
Email, Slack, Microsoft Teams, web portal, and an API. The Slack experience is first-class — employees DM the bot or use /it, and never leave Slack. Voice/phone intake is in beta.
Can I migrate from Jira Service Management / Freshservice / Zendesk?+
Yes. We import tickets, users, organizations, and SLA policies from all three. Historical ticket text is also used to train your AI agent's tone and resolution patterns.
What's the data privacy story?+
SOC 2 Type II. Your data is never used to train shared models. PII is automatically redacted before any LLM call. EU residency available on Business and Enterprise.
Does it connect to asset records?+
Natively, because they're the same platform. The requester's device, warranty, and recent changes auto-attach to every ticket. See UniDesk Assets
Start free
14 days. Real tickets. No card.
Connect Slack or email, point us at your knowledge base, and the agent is triaging in minutes.
Start free trial →No card · 14 days · 10-min setup
See also
Asset management →
Every ticket pulls context from a real-time inventory. See how the assets module tracks laptops, licenses, and warranties — and why "unified" matters.
Explore asset management ↗