Jev is the name of IntelliDesk's AI. It reads new tickets and replies and makes quick, careful decisions: how urgent is this, is it spam, is it a duplicate, who should handle it. A separate writing model does the drafting: replies, summaries and live chat answers.
The rule behind all of it: the AI suggests, your rules decide. Jev gives every decision a confidence score, and IntelliDesk only acts when that score is high enough. When it isn't sure, nothing changes. A person's choice always wins.
Two kinds of AI
- Jev, the decision-maker. It doesn't write text. It answers questions like "how urgent is this?" or "is the customer saying it's sorted?" with a confidence score. It powers triage, suggestions, reply checks, best-match assignment and AI checks in triggers.
- The writing model. This is the AI that writes words: Draft with AI, Summarize with AI, the AI refine menu, live chat answers, and the "generate with AI" buttons in settings. You choose the provider and model under Settings → AI.
Jev also works with the writer. Before the AI answers a live chat, Jev checks whether your help articles actually cover the question, and scores how relevant each article is so only the relevant ones (at most 3, plus your notes) are used, best first. After the AI writes an answer, and before anyone sees it, Jev checks that every factual claim is backed by the articles or your notes, and that it answers what was asked. If any of this fails, the chat goes to a person instead of getting a guess.
What Jev does, and where you'll see it
| What | Where you see it | Needs |
|---|---|---|
| Sets priority on new tickets | Set by AI · 92% confident under the priority | AI triage & assist on the desk |
| Fills in the ticket type (Question, Incident, Problem, Task) | The type field | AI triage & assist |
| Flags frustrated customers, automated mail and possible spam | Badges in the ticket's side panel | AI triage & assist |
| Suggests tags | Suggested tags in the side panel | AI triage & assist |
| Suggests saved replies | Suggested replies in the reply box | AI triage & assist |
| Spots duplicates | A Possible duplicate of HD-… banner with Review & merge | AI triage & assist |
| Spots "thanks, sorted" replies | A banner offering Close ticket | AI triage & assist |
| Checks your reply before sending | A Before you send box when you press Send | AI triage & assist |
| Best-match assignment | An internal note saying who got the ticket and why | Auto-assignment set to Best match (AI) and AI triage & assist |
| AI checks in triggers | An internal note with Jev's score | A trigger with an AI check (Jev) condition |
| Decides whether the chat AI should answer | The chat is answered, or handed to a person | Live chat and your own AI key |
| Ranks help articles before the AI answers | Only the most relevant articles (at most 3) are used | Live chat or AI acknowledgement emails |
| Checks AI answers before they're sent | A chat handed to a person with an AI hand-off: note, or the normal auto-reply template sent instead | Live chat or AI acknowledgement emails |
| Checks messages against your "Always hand to a person" topics | A chat handed to your team (it's a topic your team always handles personally), or the normal auto-reply template sent instead | Topics listed under Settings → AI |
The AI & automation report (Reports → AI & automation) adds up what Jev did over a period.
What the AI never does on its own
- It never closes, deletes or merges a ticket. Duplicates and "thanks, sorted" replies are suggestions: you click to act.
- It never overrides a person. If an agent, or the API, set the priority, Jev leaves it alone.
- It never sends a reply to a customer's email by itself. Drafts sit in your reply box until you press Send. The one exception is opt-in: a desk manager can switch on Write the acknowledgement with AI, and then the first acknowledgement of a new email ticket is written by the AI, only after passing the answer check, with your normal template sent otherwise.
- In live chat it answers only from your published help articles (and your notes for the AI), and every answer is labelled AI assistant.
Getting started
- Turn on AI triage & assist for a help desk. See Turning on AI triage for a help desk.
- Optionally connect your own AI key under Settings → AI. You need one for the live chat AI. See Setting up AI: your own key, the platform AI and what each feature needs.
- Write help articles for your most common questions. The chat AI and Draft with AI both use them.
Related: Drafting replies with the AI assistant · Triggers and automations · Assigning tickets and team workflow · Live chat: setting it up and answering chats