HELPDESK AGENT
A grounded product expert, inside your helpdesk
The Kapa helpdesk agent works inside your help desk. It reads the ticket, drafts the reply, and hands it to your team to send. Every answer grounded in your documentation.
how it works
Cut ticket resolution time, without cutting corners
Connect your documentation, install the agent, and get grounded drafts in the sidebar. No model to train, no infrastructure to run, live in a few clicks.
Connect your sources
Connect 30+ sources: help centers, GitHub code, wikis, PDFs, and SDKs.
Install in your helpdesk
Install the agent in your helpdesk of choice in a few clicks.
Draft and send
Agent drafts replies & summarizes tickets, in your team’s tone of voice.
Your whole support workflow, grounded in your documentation.
Try Kapa with your technical content
Test and evaluate Kapa for free
Go live in less than 7 days
SOC 2 Type II & GDPR compliant
What does the Helpdesk Agent do, and who is it for?
The Helpdesk Agent is a knowledge-grounded product expert that works directly inside your help desk, next to every ticket. It reads the incoming ticket, drafts a reply grounded in your connected documentation, and hands that draft to your team to review and send. It is built for technical support teams at companies with complex products, the kind of teams that field detailed developer and product questions all day. Support agents can also ask follow-up questions and generate clean ticket summaries for handoffs without leaving their workspace. The goal is to cut resolution time and take the manual research legwork off your team, while keeping a human in control of every customer-facing message.
Which helpdesk and ticketing platforms does it integrate with?
The Helpdesk Agent installs into your help desk and currently ships as a Zendesk Support sidebar app that runs inside the Zendesk Agent Workspace. It is built on the Kapa Agent SDK and the Zendesk Apps Framework, and it is distributed as a private app you upload in a few clicks, so there is no infrastructure to run on your side. Beyond the helpdesk surface itself, Kapa connects to 30+ knowledge sources, including your Zendesk Knowledge Base, past Zendesk tickets, external docs, websites, wikis, GitHub code, PDFs, and SDKs. If your team uses a different ticketing or service desk tool, it is worth confirming current coverage with Kapa directly, since the underlying Agent SDK is designed to power in-product and helpdesk experiences across surfaces.
Does the agent draft replies for review, or does it auto-send answers to customers?
By default the agent drafts, it does not auto-send. When an agent clicks "Draft a reply," Kapa produces a polished, source-grounded response and shows it inline on a preview card. One click inserts that draft into the public-reply composer, and another click discards it, but nothing reaches the customer until a human hits Submit. This keeps your team in full control of tone and accuracy while still removing the slow part, which is researching and writing the first draft. Replies are generated in your team's voice and in 20+ languages, and the agent can also stage internal summary notes for handoffs.
How does it keep answers accurate, and can our team trust the sources?
Every draft is grounded in your connected documentation rather than generated from a model's open-ended memory, which is how Kapa keeps answers reliable and reduces hallucinations. Before writing a word, the agent pulls the full ticket thread, the requester's recent history, and the relevant documentation, so the reply reflects real product knowledge and the actual context of the conversation. Because a human reviews and submits every reply, your team acts as the final accuracy check on customer-facing answers. Kapa also surfaces the questions coming through your help desk and shows where documentation gaps are driving tickets, so you can fix root causes over time. Drafts and summaries that are inserted are tagged in Zendesk so you can track and report on Kapa-assisted tickets.
What does setup involve, and is it secure enough for an enterprise support team?
Setup is fast: you connect your sources, install the agent in your help desk in a few clicks, and start getting grounded drafts in the sidebar, with most teams going live in under 7 days. There is no model to train and no infrastructure to run, since Kapa hosts the underlying answer engine. Installation involves creating a Zendesk Agent integration in Kapa, uploading the private app, and configuring an API key, project ID, and integration ID. On security, Kapa is SOC 2 Type II certified and GDPR compliant, and the helpdesk app reads ticket and requester context per session to ground responses rather than as a backdoor into your data. Usage is tracked on a per-seat basis so analytics and entitlements map cleanly to your support team.