FreeScout
Support ticket analysis for FreeScout, on the server you already run.
Overdesk reads the recent conversations in your FreeScout, groups them by cause and ranks what is going wrong, from the bug behind a run of tickets to the customer ready to leave.
Connect it with your instance’s address and an API key, and your team keeps working in FreeScout.
14 days with every Pro feature. No card.
In FreeScout
What Overdesk does in FreeScout.
- Reads new conversations and posts each reply as an internal note by default, visible to your team and never to the customer.
- Sends the replies your guardrails approve once sending is on, and the rest wait for your team.
- Builds your knowledge base from past conversations, so answers match how your team already writes.
- Posts its notes as the agent account you choose, because a FreeScout API key is not tied to a person.
On your queue
Support ticket analysis on your FreeScout queue.
Post-release regressions, frustration signals and churn signals run every morning over the last 3 days.
Recurring bugs, feature requests, repeated questions, documentation gaps, automation candidates, themes and the per-product breakdown run every Monday over the past 7 days.
You review the brief and file it, with email addresses and card numbers taken out. It goes to GitHub, Linear or Jira.
Built for FreeScout
Built for how FreeScout works.
- Overdesk connects only to a FreeScout address that starts with https.
- It needs FreeScout’s API and Webhooks module. Add the Tags module and Overdesk labels conversations too.
- A FreeScout API key belongs to no one, so you choose the agent account its notes appear under.
- A note leaves the conversation’s status exactly as it was, so the ticket stays in the queue your agent is working from.
- Escalation rules assign a conversation to a FreeScout user.
Run it on your FreeScout queue.
14 days with every Pro feature. No card.
Questions
Does Overdesk need anything installed on our server?
Only FreeScout’s API and Webhooks module, which you add under Manage, then Modules. Overdesk itself runs on its own servers.
Can Overdesk send replies on its own?
Yes. Sending on its own needs two switches: Overdesk turns it on for your workspace, then your admin turns it on. With both on, it sends the replies your guardrails approve on email conversations, and a phone, chat or custom conversation waits for your team.
Where do the answers come from without a help center?
From your past conversations, synced every night, and from your docs site and any other knowledge source you connect.
Overdesk works with Help Scout, Zendesk, Intercom and FreeScout. All integrations