Intercom
Support ticket analysis for Intercom, read from the conversations themselves.
Overdesk reads the recent conversations in your Intercom, 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 an access token from a developer app in your own workspace, and your team keeps working in Intercom.
14 days with every Pro feature. No card.
In Intercom
What Overdesk does in Intercom.
- 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.
- Syncs your published Help Center articles nightly, so drafts can cite them.
On your queue
Support ticket analysis on your Intercom 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 Intercom
Built for how Intercom works.
- Your macros join the knowledge base as saved replies, beside your past conversations.
- Triage tags are added to the conversation, and Overdesk creates any tag your workspace does not have yet.
- A reply that promises a person will follow up leaves the conversation open, and Overdesk assigns it to the person who keeps that promise.
- Escalation assigns the conversation to the teammate or team you choose.
Run it on your Intercom queue.
14 days with every Pro feature. No card.
Questions
Can Overdesk fill in the reply composer?
No. Intercom has no API for it, so your team keeps receiving internal notes, which your customer never sees.
Which conversations can Overdesk answer on its own?
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 Messenger and email conversations, and every other conversation waits for your team.
Whose name do replies appear under?
The teammate your access token belongs to.
Overdesk works with Help Scout, Zendesk, Intercom and FreeScout. All integrations