AI Suggest
Generate reply suggestions using recording context and your knowledge base.
Screendesk AI Suggestions analyze everything available about a customer's issue — the support ticket, the recording transcript, console logs, system information, and your own product documentation — and produce a ready-to-use response for your support team. Instead of piecing together information from multiple sources, agents get a structured suggestion with a summary of the problem, recommended next steps, and a draft customer email.
Plan Availability: Pro and Enterprise only
What You Get
Each suggestion is structured into three sections:
Agent Summary — A brief explanation of the customer's issue in 2–3 sentences. This gives you a quick understanding of the problem without needing to read through the full ticket or watch the entire recording.
Recommended Action — Specific, actionable steps for you as the support agent. This may include areas to investigate, questions to ask the customer, troubleshooting steps to walk through, or additional data to request. If Screendesk found a relevant page in your connected documentation, a link is included here.
Customer Email — A draft reply you can send to the customer. The email acknowledges the issue, summarizes what you understand so far, outlines next steps, and includes a relevant documentation link if one was found. You can copy and adjust this before sending.
Where to Find Suggestions
AI Suggestions are available on received recordings (recordings submitted by your customers). Open a received recording and look for the AI tab in the Developer Tools panel on the right side of the page. For received recordings, the AI tab opens by default.
If the recording was just submitted and is still being processed, you will see a "Screendesk AI is generating..." message with a brief loading animation. Once processing is complete, the View Suggestion button appears.
Generating a Suggestion
Click View Suggestion
Click the View Suggestion button. Screendesk begins gathering information from all available sources.
You will see status updates as it works:
"Collecting ticket details..."
"Collecting system info..."
"Looking up product docs..."
"Finalizing suggestion..."
The suggestion typically takes 10–15 seconds to generate.
What Information Does It Use?
Screendesk AI gathers context from every available source to produce the most relevant suggestion:
Support ticket
If the recording came from an integrated helpdesk (Zendesk, Intercom, Freshdesk, HelpScout), the ticket conversation is included
Recording transcript
The spoken content from the recording, if audio was detected
Console logs
Browser console output captured during the recording, if the console logs feature is enabled
System information
The customer's browser, operating system, and device details
Your documentation
Pages from knowledge sources you have connected and trained in Data Sources settings
The more context available, the more specific and actionable the suggestion will be. Recordings that came through a helpdesk integration and have audio tend to produce the best results, since the AI has both the ticket history and the customer's own description of the problem.
Connecting Your Documentation
To get the most out of AI Suggestions, connect your product documentation so Screendesk can reference it when generating responses. When a relevant page is found, the suggestion includes a direct link — both in the recommended action for the agent and in the draft customer email.
You can connect multiple knowledge sources. If your documentation changes, click Train Screendesk AI again to update — Screendesk detects which pages have changed and only reprocesses those.
Supported Helpdesk Integrations
AI Suggestions automatically pull ticket data when a recording is linked to a conversation in one of these platforms:
Zendesk
Intercom
Freshdesk
HelpScout
If the recording was submitted through one of these integrations, the full ticket conversation is included in the context that the AI analyzes. No additional configuration is needed beyond having the integration active.
Frequently Asked Questions
Do I need to do anything to enable AI Suggestions?
No. The feature is available automatically on Pro and Enterprise plans. Just open a received recording and click "View Suggestion" in the AI tab.
How long does it take to generate a suggestion?
Typically 10–15 seconds. You will see progress updates as Screendesk gathers and analyzes the available information.
Can I edit the suggestion?
The suggestion itself is not editable within Screendesk. However, you can copy any section — the agent summary, the recommended steps, or the draft email — and modify it as needed before using it.
What if there is no transcript available?
The AI will still generate a suggestion using whatever other context is available (ticket data, console logs, system info, documentation). The suggestion may be less specific without a transcript, but it will still provide value if other sources contain relevant information.
Do I need to connect my documentation?
No — suggestions work without documentation. But connecting your knowledge base significantly improves quality, because the AI can reference specific pages and include relevant links in its recommendations.
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