A HUMAN REVIEWS EVERY REPLY
Your queue arrives drafted. Your team still sends every word.
Overdesk sits on top of HelpScout or Zendesk, learns from your resolved conversations, and puts a ready-to-review draft under every new ticket. Nothing reaches a customer without a person pressing send.
Invoice shows the old seat count after downgradeBILLINGNORMAL✓ APPROVED · SENT 08:32
#4821CSV export times out on workspaces over 10k rowsEXPORTSHIGH● DRAFT READY
Hi Priya — this timeout happens when an export crosses our 10k-row streaming limit. The fix on our side shipped last Tuesday; your workspace needs the async export flag, which I’ve just enabled. Re-run the export and it will land in your email within a few minutes. If it doesn’t, reply here and I’ll dig into the job logs directly.
Angry — third failed export this month, mentions leavingURGENT◆ NEEDS A HUMAN
01 · THE LOOP
Four beats, then it’s just your team working faster.
STEP 1 · CONNECT
Connect your helpdesk
Link HelpScout or Zendesk in a few minutes. No migration, no downtime — Overdesk reads and writes through the tools you already use.
STEP 2 · LEARN
It learns from your history
Your resolved conversations, docs, and customer context become the knowledge base. Not a generic model guessing at your product.
STEP 3 · DRAFT
Drafts and triage appear
Every new ticket is classified by product, type, and urgency — and arrives with a draft written from how your team resolved it last time.
STEP 4 · SEND — YOURS
Your team approves and sends
Review, edit if needed, send. The reply is yours — Overdesk just did the first ninety percent of it.
02 · WHAT IT DOES
Three jobs. The agent is the headline; the other two are why leadership signs off.
PILLAR 1 · THE AGENT
Drafts that sound like your team, because they came from it
Every draft is retrieved from your own resolved tickets and docs, confidence-scored, and posted for review. Overnight batches mean mornings start drafted; stale tickets get follow-up nudges instead of silence.
DRAFTSwritten from your resolutions, with sources cited on every one
CONFIDENCEscored per draft; low scores are flagged “needs a human,” not guessed
FOLLOW-UPSstale conversations surface with a nudge drafted and waiting
TRIAGEproduct, type, and urgency on every ticket before an agent opens it
PILLAR 2 · PATTERNS & COACHING
Sees the whole queue, not one ticket at a time
Spots problems spreading across conversations before they become an incident thread, and scores response quality so coaching is specific instead of vibes.
▲ 6 tickets mention export timeouts in 48h — flagged as a pattern, before ticket 7
▲ response quality on refund threads dipped this week — two examples attached for coaching
▲ response quality on refund threads dipped this week — two examples attached for coaching
PILLAR 3 · LEADERSHIP REPORTING
Briefings that are written, not exported
Morning briefings, signal digests, and customer-health reports — synthesized from the queue and pushed to Slack or ClickUp. Not a dashboard screenshot with adjectives.
“Export timeouts drove 40% of yesterday’s volume; the fix shipped, expect residuals through Thursday. Two at-risk accounts need a call, not a ticket…”
03 · SAFETY, AS ARCHITECTURE
Built for people who can’t afford an AI mistake in front of a customer.
The safety story isn’t a policy page. It’s how the system is built — four mechanisms, each one checkable.
MECHANISM 1
A human sends. Always.
Drafts are posted as internal notes. Sending is a person's decision, made in your helpdesk. Zero replies have ever gone out without approval.
MECHANISM 2
A guardrails engine gates everything
Any automated action passes a rule engine first: deny-lists, confidence thresholds, multi-source grounding. If a rule fails, the action doesn't happen.
MECHANISM 3
PII is redacted before any model
Names, emails, and identifiers are replaced with deterministic pseudonyms before text reaches an LLM. Drafts stay readable; your customers stay private.
MECHANISM 4
Every action is audit-logged
Who drafted, who edited, who sent, and what the guardrails decided — recorded, timestamped, reviewable. “What did the AI do?” always has an answer.
WHAT IT WILL NOT DO — ON THE RECORD
✕Send a customer reply on its own. Not a setting you can flip today — the approval step is the workflow.
✕Invent an answer it can't ground in your history. Low confidence means “needs a human,” not a guess.
✕Replace your helpdesk, or talk to customers in a chat widget. It works inside the tools you already trust.
04 · WHERE IT RUNS
The honest integrations list.
HelpScoutLIVE
Full two-way integration: conversations, customers, tags, workflows, docs.
ZendeskLIVE
Drafting, triage, and follow-ups on top of your existing Zendesk queue.
Slack
Briefings, pattern alerts, and review notifications where your team already is.
ClickUp
Scheduled reports and briefings delivered as tasks and docs.
05 · THE RECORD
The record
0
replies ever sent without a human
Across every ticket Overdesk has ever processed, in development and production. It’s not a streak we’re proud of — it’s the design.
EVERY DRAFTcites the resolved conversations and docs it was built from
EVERY TICKETtriaged by product, type, and urgency before an agent opens it
EVERY ACTIONin the audit log, from draft to send — yours to inspect on day one
See this afternoon’s queue arrive drafted.
Connect your helpdesk, let Overdesk read your resolved history, and review your first drafts today. Approve the good ones — that’s the whole pitch.
Does it ever send without approval?
No. Drafts are internal notes until a person sends them, and a guardrails engine gates every automated action. It has never happened.
Does it replace my helpdesk?
No. It sits on top of HelpScout or Zendesk. Your queue, your workflows, your tool — with drafts, triage, and reports layered on.
What happens to customer data?
Personal identifiers are redacted and pseudonymized before anything reaches a language model, and every action lands in an audit log you can read.