Aamu.app Helpdesk is the customer-support part of the Aamu workspace. It brings customer email, website live chat, tickets, internal comments, tasks, and AI-assisted support into the same project-based system.

This overview assumes you have already seen the setup articles for Helpdesk email and Helpdesk Livechat. Here we focus on how the Helpdesk is used day to day.

The Helpdesk model

Aamu Helpdesk is organized by project. A project can have its own Helpdesk users, shared support email address, live chat widget, AI settings, and knowledge sources.

Support can arrive through several routes:

  • customer email to the Helpdesk mailbox,

  • public Livechat from your website,

  • email fallback from the Livechat widget,

  • manual tickets created by the team, and

  • integrations through the Helpdesk API.

The result is the same: the team works with tickets in Aamu.

Ticket views

The Helpdesk list is split into practical views so the team can focus on the right queue.

  • Unseen shows new tickets the user has not seen yet.

  • Open shows active tickets.

  • Starred shows tickets marked as important.

  • Closed shows finished tickets.

  • Spam separates unwanted messages.

  • Archived keeps old tickets out of the active queue.

You can work inside one Helpdesk project or use an all-projects view when you need to scan support across the team.

Inside a ticket

A ticket contains the customer message and the support workflow around it. Depending on the source, it can include the original email body, email attachments, a connected live chat, customer details, comments, internal comments, tags, assignment, status, feedback, and links to follow-up work.

Common ticket actions include:

  • assigning the ticket to a support user,

  • closing or reopening the ticket,

  • closing and marking the issue as resolved,

  • starring important tickets,

  • tagging tickets for later search,

  • replying to the customer,

  • leaving internal comments, and

  • creating a task from the ticket.

This keeps support work visible. A ticket is not only a message: it is the record of what happened, who is responsible, and what still needs to be done.

Email tickets

When a customer writes to the configured Helpdesk address, Aamu turns the message into a ticket. Replies from Aamu go back through the configured Helpdesk email route, so the customer sees the shared support address rather than a random personal mailbox.

Email tickets can show the original email, attachments, and customer information. For security and readability, images can be controlled separately, and obvious spam can be marked as spam.

This is the best support route for longer, asynchronous conversations where the customer does not need an immediate answer.

Livechat tickets

Aamu Livechat lets visitors contact you while they are still on your website. Chats are connected to the Helpdesk project, and the team can answer from Aamu.

Livechat is useful when timing matters: sales questions, onboarding friction, product questions, or support moments where the visitor is deciding what to do next.

When a chat leads to follow-up work, keep the customer conversation in Helpdesk and create a task for the internal work. That keeps the customer-facing thread and the team's execution connected.

Internal comments

Helpdesk supports internal comments separately from customer replies. Use internal comments for notes the customer should not see: diagnosis, assignment context, escalation details, links to private docs, or reminders for another team member.

This is especially useful when several people collaborate on one ticket. The public customer conversation stays clean, while the internal reasoning stays attached to the ticket.

Tasks from support

Many support tickets are really the beginning of work. A customer reports a bug, asks for a change, needs onboarding help, or reveals a process issue. In Aamu, you can create a task from a Helpdesk ticket.

The practical pattern is:

  1. Handle the customer conversation in Helpdesk.

  2. Create a task for the internal follow-up.

  3. Assign the task to the right person or project.

  4. Return to the ticket when there is something useful to tell the customer.

This avoids the common support problem where customer requests disappear into chat messages or private notes.

Helpdesk AI and Team Brain

Aamu Helpdesk can use AI knowledge sources for ticket and email reply drafts. The important word is drafts: for email and Helpdesk tickets, AI prepares text in the normal reply editor, and a human decides what to send.

Team admins can configure Helpdesk AI sources in project settings. Current source types include:

  • page URLs,

  • sitemap URLs,

  • manual FAQ snippets, and

  • Aamu Docs.

The sources are indexed into Team Brain. The team can reindex sources and preview retrieval with real customer questions before relying on AI-generated drafts.

There is also a setting to use resolved tickets as AI knowledge sources. Use it carefully: resolved tickets can be useful examples, but only if the old answers are still correct.

Livechat AI

Livechat has a separate AI setting: Allow AI to answer live chat messages. When enabled, the public widget can open in chat mode and AI can answer from Team Brain knowledge sources.

This is more immediate than a reply draft. A live chat answer may be shown directly to a visitor, so the team should prepare the knowledge sources and escalation rules first.

Use AI Livechat for common, safe, well-documented questions. Use human support for account-specific, sensitive, contractual, billing, security, or uncertain cases.

Search and tags

Tickets are searchable, and tags help make support history easier to find. Use tags for product areas, customer types, incident categories, priority, or recurring themes.

The value of tags grows over time. A tag like billing, onboarding, bug-report, or refund can make it much easier to review patterns later.

Helpdesk API

Aamu exposes Helpdesk through the API for integrations and automation. The core ticket endpoints include:

GET    /api/v1/helpdesk/tickets/
GET    /api/v1/helpdesk/tickets/{id}
GET    /api/v1/helpdesk/actors/{actor}
PUT    /api/v1/helpdesk/tickets/{id}/reply-draft
DELETE /api/v1/helpdesk/tickets/{id}/reply-draft
POST   /api/v1/helpdesk/tickets/{id}/reply-draft/generate
POST   /api/v1/helpdesk/tickets/{id}/reply-draft/send

The API is designed around human-in-the-loop support automation. Integrations can list tickets, find unanswered tickets, write or generate reply drafts, and send a draft through an explicit send command.

When Team Brain is used for draft generation, the API key needs both Helpdesk write scope and Team Brain read scope for the project.

When Helpdesk works best

Aamu Helpdesk works best when customer support is connected to the rest of the workspace. A ticket can create a task. A repeated answer can become a Doc. A Doc can become Team Brain knowledge. A live chat can become a ticket. An email reply can stay inside the shared support queue.

The goal is not just to answer messages. The goal is to keep customer communication, internal context, and follow-up work in one place.