AI settings
Control workspace AI processing, automatic report analysis, AI labels, and your Gemini API key.
Open Settings → AI & Intelligence to control how Screendesk processes new workspace content.
Enable AI processing
AI processing is the workspace-wide control for sending new content to AI and speech-processing providers.
When it is off:
New AI and speech processing is paused.
Existing transcripts and AI-generated content remain available.
Your saved automation settings and Gemini key are preserved.
Turning processing back on allows new work. It does not automatically regenerate all historical reports or backfill everything created while processing was off.
Turn on report intelligence
Under Automations, enable Report intelligence to automatically analyze eligible new recordings, capture videos, and screenshots.
The analysis can produce summaries, issue findings, and reproduction steps. The output depends on the report type and the evidence captured. See Report intelligence.
The control is paused when workspace AI processing is off. If an upgrade prompt appears, the feature is not available on the workspace's current plan.
Choose how AI labels are applied
AI labels matches reports to existing workspace labels using report intelligence.
Off
Does not suggest or apply labels
Suggest only
Shows matching labels in report Details
Require review
Sends matches to the review queue before applying them
Automatic
Adds matching labels automatically; existing labels are preserved
For Require review, choose who can approve: owners and admins, or owners, admins, and editors.
Use clear, distinct workspace labels so a suggested match is useful to the team.
Bring your own Gemini key
Screendesk can use its managed Gemini key, or you can supply your own key for generative AI.
In Bring your own key, click Add key.
Enter your Gemini API key.
Click Validate and add.
Screendesk validates the key before saving it. A saved key is encrypted at rest and is not displayed again. The status changes from Using Screendesk key to Using your key.
Usage made with your key is billed to your provider account. This setting does not change your Screendesk feature entitlement.
Replace or remove a key
Click Manage key to enter a replacement and choose Validate and replace.
Choose Remove to return to the Screendesk-managed key.
If the key needs attention
A Needs attention status means Gemini could not use the configured key, for example because authentication or permissions failed. Replace it with a valid key, or remove it to return to the managed key. Screendesk does not silently switch to its managed key when your configured key is invalid.
When AI processing is off, the key is inactive, but you can still manage it.
Configure knowledge and resolution separately
Enabling report intelligence does not connect a knowledge base or enable ticket investigations.
Add product knowledge in Data Sources.
Configure the Zendesk workflow in AI Resolution.
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