Custom AI Prompts
Build your own AI transformations. Make responses more empathetic, shorter, or match your brand voice.
AI Help Desk Software
AI that makes your
team better
We're not replacing your agents with chatbots. We're giving them superpowers to write faster, categorize smarter, and communicate in any language.
Our Philosophy
The right role for AI
AI should handle data and repetitive tasks, not customer relationships. The best support comes from real humans who genuinely care. AI is the sidekick that handles the busywork so your team can focus on what matters.
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AI handles categorization, translation, and proofreading
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Humans handle empathy, nuance, and problem-solving
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No chatbots. No deflection walls.
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Every customer talks to a real person
#4291
Billing question
Open
CL
Customer
2m ago
Hola, necesito ayuda con mi factura del mes pasado. Creo que hay un cargo duplicado.
AI Translation
Hi, I need help with my invoice from last month. I think there's a duplicate charge.
SN
Sarah N.
just now
Hi! I can see the duplicate charge on your October invoice. I've issued a refund. You'll see it within 3-5 business days.
AI working behind the scenes
Categorized: Billing
Draft provided to agent
AI Composer
Write better responses. In half the time.
Staff focus on the facts. AI drafts the full reply. The Composer gathers context from ticket history, knowledge base articles, and customer info to produce accurate, personalized responses in seconds. Learn more about AI Composer.
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Agent types rough notes or bullets, AI drafts the full reply
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Pulls context from ticket history, customer info, and linked articles
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Agents review and edit before sending. AI never sends on its own
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Custom prompts to match your brand voice and tone
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Works inside every ticket. No external tools needed
AI COMPOSER
Notes to polished reply
AGENT TYPES
•
reset password
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check spam folder
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takes 24hrs
AI DRAFTS
Hi Sarah, sorry about the frustration with logging in. I've gone ahead and reset your password. Please check your inbox (and your spam folder) for the reset link. It can take up to 24 hours to arrive. If you're still locked out after that, just reply here and I'll get it sorted for you.
Agent reviews, edits, then sends
Six ways AI
amplifies your team
Every feature designed to save time without sacrificing the human touch.
AI Categorization
Incoming tickets are automatically sorted into the right category. 94% accuracy after just 10 training examples.
AI Translation
Translate incoming messages to your language. Translate replies back to the customer's language.
AI Summaries
Picking up a ticket with 30 replies? AI reads the full history and gives you the key points in seconds.
Out-of-Office Detection
Vacation auto-replies are automatically detected and archived. Keep your inbox clean.
AI Triage
94% accurate categorization
HelpSpot learns from your closed requests. Point it at your ticket history and it starts categorizing new requests automatically. After just 10 examples per category, accuracy reaches 94%. No manual rules to maintain.
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Learns from your actual closed tickets
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10 examples per category = 94% accuracy
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Respects customer category selection from portal
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Manual training option for faster accuracy
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Works best with 50 or fewer categories
Auto-Categorized Today
94% accuracy
JD
Can't access my account after password reset
MK
Duplicate charge on March invoice
AL
Need pricing for 50 enterprise licenses
RS
App crashes when uploading large files
TC
How do I export my data to CSV?
47 tickets categorized today
0 manual corrections
Break Language Barriers
Communicate in any language
Your customer writes in German. You read it in English. You reply in English. They receive it in German. Translation happens instantly, right inside the ticket. No copy-pasting to external tools.
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Translate incoming messages to your team's language
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Translate outgoing replies to the customer's language
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Works on any note in the ticket
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Dozens of languages supported
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Add custom prompts for unlisted languages
Ready to simplify your support?
AI included. No add-ons.
No separate API key. No extra fees. AI features are included with every HelpSpot subscription.
F-01
No API Key Needed
AI features work out of the box. No OpenAI subscription or API key configuration required.
F-02
No Per-Usage Charges
Standard AI usage for your ticket volume is included. No separate API keys, no per-token billing.
F-03
Same Price Everywhere
AI features included whether you choose US Cloud, EU Cloud, or Self-Hosted. No add-on tiers.
Data Privacy
Your data stays yours
AI features process text through trusted providers, but no customer data is ever retained by them. Your categorization model lives in your database.
- No customer data retained by AI providers
- Categorization model stored in your HelpSpot database
- No data used to train third-party models
Your HelpSpot Instance
Data stays here
Encrypted request ↓ ↑ Response only
AI Providers
OpenAI
Anthropic
Zero data retention policy
Common questions
Everything you need to know about HelpSpot AI.
All basic AI features are included with every HelpSpot subscription at no additional cost. You don't need to bring your own API key or pay per-usage fees. We may add premium AI features in the future. See pricing for details.
Text is processed through AI providers (OpenAI, Anthropic) for features like translation and writing assistance, but no customer data is retained by these providers. Your trained categorization model is stored in your HelpSpot database. Self-Hosted customers have complete control.
Yes. Beyond the built-in transformations (formal, casual, empathetic, shorter, longer), you can create custom prompts tailored to your brand voice and support style. Build prompts to enforce specific formatting, add languages, or match your team's tone. Unlike Zendesk or Freshdesk, AI is included at no extra cost.
Dozens of languages are supported out of the box. If you need a language that's not listed, you can add it via a custom AI prompt. Translation works on both incoming customer messages and outgoing agent replies.
Yes. AI features are included for self-hosted customers. AI requests pass through our hosted gateway for secure processing to the AI providers. No additional setup or API keys required on your end.
Yes. A master switch in your admin settings disables all AI features completely. If your organization prefers not to use AI, simply flip it off.
Explore Core Features
INSTANT SETUP
Your inbox is waiting
to be tamed.
Join the teams who switched from chaos to HelpSpot's essential order. Download on-premise or start in the cloud today.
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